Sr Tech, Customer Service

CAN
01:
Carrier-Syracuse, 6304 Carrier Parkway, East Syracuse, NY, 13057 USA

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share.

We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit  (opens in new window) or follow on Carrier social media at @Carrier.

This position is for a senior Customer Service technician who is under general supervision. Responsible for answering basic customer inquires on product availability, maintenance, and the status of orders and maintaining records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. May assist in orienting, training and assigning the work of technical/business support employees.

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e-mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Ability to manage multiple reports and combine data from multiple sources
• Ability to work on a rotating on-call schedule

• High School diploma or GED
• 2+ years' experience in call center or customer accounts.

• Working knowledge of SAP, Salesforce, and PIC systems is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

The annual salary for this position is between $43,500.00 - $87,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

This position may be entitled to short-term cash incentives, subject to plan requirements.

Employees are eligible for benefits, including:

• Health Care Benefits
  :
  Medical, Dental, Vision;
  Wellness incentives

• Retirement Benefits

• Time off and Leave
  :
  Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability
  :
  Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account;
  Health Care Spending Account;
  Dependent Care Spending Account

• Tuition Assistance

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at C We will make every effort to meet your needs in…