Customer Service Coordinator

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Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About this role:

We have an exciting opportunity for a Customer Service Analyst in our Customer Care Center. You must be a motivated, analytical individual to be a part of our Customer Care Center to support our customers via telephone and written communications. This position will be responsible for assisting customers with credits and debits that are claimed through the National Account Programs.

Specific Responsibilities for this position may include:

• Manage daily ARS/CRNA transactional processing in SAP.
• Statement Reviews, daily/monthly reports, and email monitoring.
• Automation report preparation and validation of automation invoices processed in SAP.
• Manage daily credit and invoice processing in SAP including order creation, error resolution, and order release for all programs.
• Backfill for Rosie Bot role as needed.      
• Assist customers with questions and find alternate solutions to customer issues.
• Testing and assistance with new processes and programs.
• Manage customer experience through Salesforce case resolution, email resolution.
• Work with Material Master and Pricing teams on materials that need correcting.
• Order Management and invoice management through the Salesforce/Breeze platform.
• Be available to positively support projects and initiatives across multi departments. 

• High school diploma/GED
• 2+ years customer service experience
• 6+ months experience in data analytics or Microsoft Excel

• Background in Residential and Commercial HVAC applications, products, and systems is desired.
• Experience working in SAP is desired.
• Proficiency in Microsoft Office products
• Working knowledge of Call Center tools such as Customer Relationship Management software and phone tools as well as experience in Salesforce, SAP & Five9.
• Strong verbal and written communication skills; exceptional interpersonal skills.
• Ability to analyze unlike information and draw conclusions/recommendations.
• High degree of self-motivation to recognize, address, and improve business practices.
• Sense of urgency, self-initiative, commitment, and sense of ownership.
• Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting Company objectives. 
• Ability to handle stressful situations and deadlines with professionalism and in a consistently calm demeanor.

RSRCAR

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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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