Customer Success Advocate

CEHQcurrently has an exciting

Customer

Success Advocate opportunity| Raleigh, NC or Carrollton, TXCompany Website

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.

Reporting to the Customer

Success Supervisor, this position will providesupportfor customers utilizing our 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, andonlinerequests.

All ofour Customer Success Advocates are trained to understand the full menu of ourserviceofferings,in order toprovide our customers with exceptional service. We prefer candidates whohave a college degree or a minimum of five yearsof experience supporting customers within the various digital andonlinechannels.

• 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 college degree preferred or a minimum of five yearsof 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.
• Bilingual :
  English/French Canadian language

• Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferred but not…