Customer Engagement Advocate

About Carrier Enterprise

Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the world's largest independent HVAC/R distributor. With over 200 locations across North and Central America, CE distributes leading HVAC brands and a full line of parts and accessories.

The Customer Engagement Advocate supports customers using CE’s digital platforms. The role requires a sales/service‑oriented attitude, managing a high volume of inquiries via chat, email, and online requests while providing prompt, professional assistance.

• Interact with customers in a friendly, courteous, and efficient manner.
• Communicate promptly and with urgency across digital channels, including email, eCommerce, and chat.
• Handle up to three simultaneous chats while maintaining high service standards.
• Demonstrate active listening, build customer confidence, and enhance satisfaction.
• Resolve complex issues independently, make timely decisions, and exercise sound judgment.
• Research and identify appropriate resources to resolve customer issues or complaints.
• Maintain knowledge of products through training, catalog reviews, and website updates.
• Assist with inventory planning and backorder communication to planners.
• Process orders, applications, and recommend product accessories.
• Document interactions, transactions, and comments using CRM/Salesforce.
• Collaborate with colleagues to ensure customer satisfaction.
• Facilitate product, system, and procedural training for new hires.

• Minimum of one year in a customer support role (call center, chat, email).
• Highly organized, detail‑oriented, and able to multitask across multiple systems.
• Experience in a fast‑paced, high‑volume customer service environment with a tech‑savvy mindset.
• Proficiency using digital applications such as CRM/Salesforce.
• Strong work ethic, high energy, enthusiasm, and a desire for growth.
• Team player with excellent verbal and written communication skills.
• Adaptable to remote or office environments and flexible scheduling.

• 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 Holidays
• 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 all employees and job applicants are treated on the basis of merit, qualifications, and competence.

Full‑time and part‑time positions are available. To explore this opportunity, visit the careers page at