Tier 1 Customer Service Technician

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day.

Join us and we can make a difference together.

About this role:

Our Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line. We serve North America, including Canada. Our customer base is end users of our brands of HVAC equipment (residential homeowners). We will also assist in servicing our network of Carrier brand dealers looking to obtain parts or technical support.

Our training program spans over a period of 2-3 weeks, and will be conducted on-site. The first half of the program will be dedicated to classroom training, while the second half will provide hands-on experience with our systems.

Key Responsibilities:

• Facilitating dealer referrals for customers seeking sales or service, with the aim of providing warm transfers to dealers when applicable to the situation
• Prioritizing getting homeowners connected with dealers through warm transfer as the primary goal
• Providing customers with information regarding warranty policies
• Conducting product comparisons to assist customers in making informed purchasing decisions.
• Referring dealers to distributors as necessary
• Serving as a switchboard for the company, utilizing a database to refer customers to the appropriate department

Basic

Qualification:

• High School Diploma or GED
• 6+ months of experience taking inbound phone calls
• 1+ years of customer service experience

Preferred Qualifications:

• AA/AS degree in Business, Marketing
• Inbound call answering in a call center setting
• call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience)
• Ability to meet standardized call center metrics.
• Excellent customer service skills
• Proficient in MS Office (Specifically Word and Excel)
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Be dependable. Show up to work on time and completing each shift. Maintain assigned break and lunch schedules.
• Above average verbal and written communication skills.

#LI-On-site

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