Customer Service Specialist

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:

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:

• 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:

• High School Diploma or GED

• 5+ years of experience in HVAC, plumbing service or technical field

Preferred Qualifications:

• Bachelor's degree

• Sales Force experience

• Ability to meet standardized call center metrics

• Be dependable

• Show up to work on time and completing each shift

• Maintain assigned break and lunch schedules

• Above average verbal and written communication skills

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Pay Range:

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.

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