Customer Support Specialist

** About Carrier*
* 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    or follow on Carrier social media at @Carrier.

** About this role*
* This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.

** Key Responsibilities*
* + Support the Vi-US Sales Team with Customer Returns and Warranty Claims. Liaise with customers to process RGA's.

+ 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.

+ Additional tasks as may be required by the course of business

+ Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries.

+ Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries.

+ Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel.

+ Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.

+ Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.

+ Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.

+ Promotes, when required, sells a variety of products/services to ensure business targets are met.

+ Provides, when required, after-sales support for various client contracts.

** Required Qualifications*
* + High School Diploma/GED with 2+ years of experience operating within a service desk, help desk, or contact center environment or an Associates Degree  with 1+ years of experience operating within a service desk, help desk, or contact center environment.

** Preferred Qualifications*
* + Bachelor's Degree

+ SAP knowledge

+ Technical courses in Plumbing, Heating, and Controls, or a related discipline.

+ Excellent verbal and written communication skills

+ Strong analytical thinking and problem-solving abilities

+ Experience in Microsoft Office, especially Excel

+ Self-motivated, reliable,…