Replacement Components Customer Account Representative

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 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:        

We have an exciting opportunity for a Replacement Components Customer Account Representative in our Customer Care Center. You must be a motivated, process-oriented individual in order to be a part of our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components.  Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction and first call resolution.

Key Responsibilities:

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e-mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in Carrier Excellence Certification
• Ability to manage multiple reports and combine data from multiple sources
• Ability to work on a rotating on-call schedule

Basic Qualifications:

• High school diploma/GED
• 2+ years with experience in a call center or managing customer accounts.

Preferred Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to handle between 75-90 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
• Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy and attention to detail 
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Creative problem solving skills
• Self-starter and well organized, able to multi-task and prioritize work
• Must be professional, courteous and respectful towards customers and co-workers
• Adaptability and flexibility to seasonality and changing business demands is critical. 
• Normal 40 hr/wk working schedule is between 8:00 am and 6:00 pm, Monday through Friday.
• Minimal travel required (approximately 10%)
• Spanish language skills are a plus

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Pay Range:

$50,319 - $88,447 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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