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Sr Customer Service Associate
| Company | Carrier Global |
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| Location | East Syracuse, NY, USA |
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| Salary | $61213 – $107122 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- High School diploma or GED
- 3+ years of customer service experience
- 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office and other industry-specific platforms
Responsibilities
- Manage, triage and prioritize inbound requests
- Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base
- Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability
- Coordinate with Replacement Components’ Sales and Operations groups to expedite international orders
- Inform global customers of Replacement Components’ policies and programs while encouraging the utilization of such programs to drive sales growth
- Communicate customer facing issues to management and identify areas of opportunity
- Collaborate with internal departments to resolve customer disputes
- Provide phone support to different customer segments as needed
Preferred Qualifications
- Associates degree in Business or Marketing with 2+ years’ customer service experience
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus
- Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired
- A background in residential and commercial HVAC applications, products and systems is desired
- Excellent customer service skills
- Strong written and oral communication skills
- Proficient in MS Office (specifically Word, PowerPoint and Excel)
- Strong analytical skills, accuracy and attention to detail are necessary
- 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 in order to multi-task and prioritize work with limited supervision
- Adaptability and flexibility to seasonality and changing business demands is critical
