Senior Customer Service Associate

1 week ago

East Syracuse, New York, United States Carrier Full time
About Carrier
Carrier is a leading global provider of healthy, safe, and sustainable building and cold chain solutions. Our diverse workforce covers business segments in 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.

About the Position
This position is for a Senior Customer Service Associate who will communicate with external and internal Commercial customers via telephone and email to build strong business relationships and drive sales growth in the parts business. You will be the single point of contact for all things Customer Service, including placing orders, following up on orders, selecting parts, providing pricing and availability, and expediting orders.

Key Responsibilities
  • Communicate with external and internal Commercial customers via telephone and email to build strong business relationships and drive sales growth in the parts business for the Internal customer base.
  • Provide pre-delivery and post-sale customer service support, including parts selection and ordering, pricing and availability, expediting delivery, and basic technical support.
  • Provide basic technical support for residential, light, and heavy commercial products and applications.
  • Primary support and backup for other Commercial cases.
  • Shared responsibility with after-hours phone.
  • Promote and participate in cross-functional duties and projects as needed.
  • Participate in problem resolution with suppliers, warehouses, internal departments, and technical engineering.
Basic Qualifications
  • High School/GED.
  • 5+ years customer service experience in a call center setting or a similar environment helping customers over the phone, using ticketing tools such as CRM or Salesforce.
Preferred Qualifications (assets)
  • Excellent customer service skills.
  • Strong written and oral communication skills.
  • Strong analytical skills, accuracy, and attention to details.
  • Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
  • Ability to handle multiple tasks, creative problem-solving skills.
  • Self-starter and well-organized to multi-task and prioritize work.
  • Adaptability and flexibility to seasonality and changing business demands.
  • Proficient in MS Office (specifically Word, PowerPoint, and Excel).
  • Working knowledge of SAP, Salesforce, PIC, and Windchill systems.
  • A background in residential, light, and heavy commercial HVAC applications, products, and systems.
Additional Information
  • Sponsorship is not supported for this position.

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