Customer Service Specialist

Country:

United States of America

Location:

CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

Carrier is seeking a motivated, team-oriented Customer Service representative to join the Carrier University team.  Candidate will be responsible for the pre delivery and after sale support of Carrier University customers and Commercial HVAC sales organizations in the business areas of eDesign software license order fulfillment, account management and training support.  This position is based in Charlotte, NC.  This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.

Key Responsibilities

• Maintain the credit and collection of over 2,000 customer accounts within the U.S.A. and Canada
• Coordinate software sales invoicing through a sales accounting process that includes journal entry
• Provide customer sales support for the eDesign software suite
• Process new customer and renewal purchase orders for various account designations
• Manage specialized invoicing for government agencies
• Generate and distribute customer license installation and activation correspondence
• Provide backup admin and logistics support to Carrier University operations team including online training course coordination, setup, registration and P.O. processing
• Work collaboratively with eDesign technical support staff and other Carrier University coordinators
• Deliver audit review reports for Carrier Legal on cost of sales and sales tax reviews
• Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries.
• Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries.
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel.
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.
• Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promotes, when required, sells a variety of products/services to ensure business targets are met. 

Basic Qualifications

• High School Diploma or GED 
• 3+ years of experience in customer service or office management
• 1+ years of experience with the Microsoft Office Suite

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Bachelor’s Degree from a recognized college or university
• Proficient general accounting ability
• Proficient use of word processing and email correspondence
• Excellent account management and invoice processing skills
• Strong interpersonal, analytical and communication skills
• Strong attention to detail and organizational skills
• Prior customer service experience
• Ability to work in a fast-paced environment and prioritize workload on a daily basis
• Ability to manage multiple tasks and priorities.
• Technology experience including Salesforce, S.A.P, CFin, Learning Stream, Microsoft Excel
• A true team player who has the customer’s best interests first and foremost

RSRCAR

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Pay Range:

$74,181 - $130,206 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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