Inbound 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. Carrier’s business segments cover HVAC, refrigeration, and fire and security. We deliver safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends.

The Global Security Products (GSP) group at Carrier Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets. The role supports Supra electronic lockboxes and access keys, providing technical assistance via telephone and email while maintaining courteous and professional dialogue. The position is located on‑site in an office call center environment.

Hours of operation are 5:00 AM – 7:00 PM, seven days a week. This is a 40‑hour week with occasional opportunities for overtime. Candidates must be flexible to work early mornings, evenings and weekends as needed.

• Take customer and agent calls and provide accurate, satisfactory answers to their queries and concerns.
• De‑escalate situations involving dissatisfied customers, offering patient assistance and support.
• Provide electronic product and application end‑users with operational and technical assistance.
• Determine call resolution and log calls.
• Troubleshoot and resolve customer technical issues.
• Provide technical support via telephone and/or email to end‑users and administrators of Supra hospitality and/or commercial products and systems in a timely and effective manner while projecting a courteous and professional image.
• Develop and maintain an excellent working knowledge of electronic products, billing and collections processes, and database applications.
• Apply established customer satisfaction skills to resolve issues with end‑users and create a positive image.
• Follow call‑handling procedures to assure uniform support within the goals of the department.
• Meet call handling, volume, and productivity goals in an inbound call center environment.

• High School diploma or GED.
• 1+ year of Technical Support/Call Center or Help Desk experience.
• 1+ year communicating via telephone and in‑person with coworkers.
• Ability to work a flexible shift, including weekends and evenings if needed.
• Ability to sit and/or stand throughout an 8‑hour day.

• PC systems knowledge required (Windows 7‑10).
• Excellent listening skills and ability to assess and respond to customers’ and agents’ needs.
• Effective communication with customers and agents via telephone.
• Detail‑oriented with the ability to keep accurate records of communication with customers and agents.
• Ability to rapidly learn and assimilate new technologies.
• Typing minimum 35 WPM.