Customer Engagement Advocate

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Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets.

CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, time saving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs.

The Customer Engagement Advocate is a key member of the company's growth initiative to enhance CE’s Customer Experience. Reporting to the Customer Engagement Manager, this position will provide support for customersutilizingour digital platforms/resources. In this role,the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests.

Allour Customer Care Representatives are trained to understand the full menu of our service offerings,andto provide our customers with exceptional service.

• Dailyinteractionwith ourcustomersin a friendly, courteous,efficient and professional manner.
• Communicateeffectivelywith a sense of urgency with customers throughthevariousdigital and online channels,including email, eCommerce andchat.
• 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 toenhancingcustomer 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 factswhilemeeting established deadlines.
• Ability to research, navigateandidentify exact resource toresolve customer issues/complaintsthroughindependentorcollaborativeteamwork.
• 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 minimum of 1 year of experience in a customer support role such as outbound calling, call center, various online channels, etc.
• Mustbe well organized, detail oriented andmulti-task, as you mustswitch between multiple systems.
• Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.
• Mustpossessproficiencyin the use of digital applications such as CRM/Salesforce.
• Must have a strong work ethic, high energy, enthusiasm, and a desire to succeed and learn for future growth and development opportunities.
• Must be ateam player, articulate andpossessexcellent verbal and…