Customer Support Specialist

About this role

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. The role maintains databases, makes recommendations to management for customer issue prevention, and helps the sales team identify sales opportunities. The candidate will update procedures to improve Customer Service processes.

• Support the Vi‑US Sales Team with Customer Returns and Warranty Claims.
• Liaise with customers to process RGAs.
• Data management, user support, and system maintenance.
• Work within our CRM to manage customer tickets and communication.
• Work within our ERP system to process orders, returns, and credits.
• Provide Warranty processes with Sales team as needed and requested.
• Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed.
• Generate monthly statistics for RGAs, or as requested.
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line.
• Review product failures for warranty consideration.
• Visually inspect and test returned equipment to validate failure.
• Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process.
• Perform additional tasks as may be required by the course of business.
• Work independently to confer with customers who contact the organization by telephone or electronically, providing scripted information about organization products or services, discussing customer accounts, and addressing complaints.
• Respond independently to call or email customers to provide follow‑up on difficult to moderately complex inquiries.
• Work on documentation and solve customer issues/requests/complaints in accordance with established procedures, redirecting queries to appropriate departments when required.
• Obtain and collect feedback from product development and service departments to recommend sources of information that can answer customers’ questions.
• Assist in maintaining databases of customer interactions and transactions for future needs.
• Coordinate with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promote and sell a variety of products/services to meet business targets.
• Provide after‑sales support for various client contracts.

• High School Diploma/GED with 2+ years of experience operating within a service desk, help desk, or contact center environment, or an Associate’s Degree with 1+ year of experience in the same environment.
• Excellent verbal and written communication skills.
• Strong analytical thinking and problem‑solving abilities.
• Experience with Microsoft Office, especially Excel.
• Self‑motivated, reliable, strong organizational skills.
• Dependable presence: show up on time and complete each shift; maintain assigned break and lunch schedules.

• Bachelor’s Degree.
• SAP knowledge.
• Technical courses in Plumbing, Heating, and Controls, or related discipline.

The annual salary for this position is between $43,500.00 and $87,500.00, with factors such as skills, education, experience, and other unique qualifications influencing the final amount.

• Health Care: Medical, Dental, Vision;
  Wellness incentives.
• Retirement: Contributions.
• Time off and Leave: Paid vacation (up to 15 days), paid sick (up to 5 days), paid personal (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: Life Insurance and Accidental Death & Dismemberment.
• Tax‑Advantaged Accounts: Health Savings Account;
  Health Care Spending Account;
  Dependent Care Spending Account.
• Tuition Assistance: Assistance for further education.

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, 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 the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

Reasonable accommodations can be requested at C