Senior Customer Service Specialist

Country:

United States of America

Location:

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

Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

This position is for a seasoned senior 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:

• Monitor representatives to provide feedback on training opportunities and recognize exceptional work.
• Serve as a point person prior to escalation.
• Identify, communicate, and facilitate continuous improvements co-operating with RC Tech Support, Engineering teams, suppliers and additional internal business units as needed.
• Communicate with internal and external customers via telephone and e-mail to build strong business relationships and drive sales growth in the parts business.
• Customers can include hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
• Provide pre-delivery and post-sale Customer Service support (including parts selection, ordering, pricing/availability, expediting delivery, and basic technical support)
• Accept and organize data from multiple resources to maintain shared and secured files.
• Follow up and communicate with sales and service managers.
• Learn additional roles on the dedicated team to assist in all areas (CCS, International, National Accounts, CMA Contractors, Carrier Gateway)
• Actively participate in departmental Carrier Excellence initiatives
• Contribute with rotating on-call schedule.
• 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.
• Provides, when required, after-sales support for various client contracts.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree with 2+ years of experience in technical Customer Service OR Associates Degree with 5+ years of experience in technical Customer Service.

PREFERRED QUALIFICATIONS:

• Technical HVAC Industry experience preferred
• Experience in a call center environment
• Experience with Microsoft products (Outlook, Excel, Teams, Word, Power Point)
• Professional etiquette with internal and external customers via phone, in person and email

#LI-Hybrid

RSRCAR

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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