Customer Success Advocate

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. CE distributes industry leading brands such as Carrier, Bryant, Payne, GREE and other HVAC and Refrigeration equipment. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees, providing customers with best‑in‑class service when they need it and where they need it.

Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms and resources. The right candidate will have a sales/service‑minded attitude interacting with a high volume of customers via chat, emails, and online requests. All Customer Success Advocates are trained to understand the full menu of our service offerings in order to provide our customers with exceptional service.

We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels.

• Dailyinteractionwith ourcustomersin a friendly, courteous,efficient and professional manner.
• Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat.
• Ability to multi‑task while providing a high level of customer service.
• Chat Agents take up to 3 chats at a time simultaneously.
• Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction.
• Must be able to sort through complex issues independently and make difficult decisions with confidence.
• Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines.
• Ability to research, navigate and identify exact resource toresolve customer issues/complaints through independent or collaborative teamwork.
• Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites.
• Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners.
• Ability to process orders, forms, applications and recommendproductaccessories.
• Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement.
• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.
• Facilitate product, system and procedural training to new hire employees.

• A college degree preferred or a minimum of five years of experience supporting customers within the various digital and online channels.
• Must be well organized, detail oriented and have good computer/data entry; should be proficient in the use of digital applications such as CRM/Salesforce.
• Must possess desire to succeed and learn for future growth and development opportunities.

• Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferred but not required.
• Must have a strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support.
• Must have experience, preferably in a high‑volume fast paced Customer Service and sales environment with tech‑savviness.
• Must be well organized, detail oriented and have ability to multi‑task as you will be required to switch between multiple systems.
• Must be a team player, articulate and possesses excellent verbal and written communication skills.
• Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.
• Additional fluency in another language other than English is preferred but not required.

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short‑term and Long‑term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.