Customer Service Associate

About This Role

Carrier has an exciting opportunity for a Customer Service Associate to support our customers via telephone and written customer service. Our B2B channel for our Commercial Global Accounts customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Position works out of our East Syracuse, NY location.

ABOUT THIS ROLE

● Manage, triage and prioritize inbound requests

● Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base

● Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability

● Coordinate with Replacement Components' Sales and Operations groups to expedite international orders

● Inform global customers of Replacement Components' policies and programs while encouraging the utilization of such programs to drive sales growth

● Communicate customer facing issues to management and identify areas of opportunity

● Collaborate with internal departments to resolve customer disputes

● Provide phone support to different customer segments as needed

Required Qualifications

● Associates Degree

● 1+ years of customer service experience

Preferred Qualifications

● Bachelor’s Degree

● Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus

● Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired

● A background in residential and commercial HVAC applications, products and systems is desired

● Excellent customer service skills

● Strong written and oral communication skills

● Proficient in MS Office (specifically Word, PowerPoint and Excel)

● Strong analytical skills, accuracy and attention to detail are necessary

● Strong customer focus and technical aptitude; sense of urgency; strong organizational skills

● Ability to handle multiple tasks; creative problem-solving skills

● Self-starter and well organized in order to multi-task and prioritize work with limited supervision

● Adaptability and flexibility to seasonality and changing business demands is critical

● Minimal travel required: approximately 10 percent