Staff Tech, Customer Svc

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

This position is for a staff Customer Service technician who is under moderate supervision. Responsible for reviewing customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and ensures this information entered on order forms is accurate. Answers moderately complex customer inquires on product availability, maintenance, and the status of orders. Relies on moderate experience and judgment to accomplish assigned tasks.

• →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
• →Ability to manage multiple reports and combine data from multiple source

• High School diploma or GED
• 2+ years’ experience in call center or customer accounts.

• Working knowledge of call center tools such as WFM (Work Force Management) and phone tools such as Five9.

• Working knowledge of SAP, Salesforce (or other CRM systems), and the PIC system is desired
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred) 

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Technology-enabled tools may support parts of the recruitment process, with oversight by people.