Build a career with confidence.
Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.
About the 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
- 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.
Requirements
We are looking for a customer-oriented service representative to act as a liaison, provide product/services information and resolve customers issues with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.
As a minimum you must have:
- Intermediate or better skill level with MS Word, Excel, Outlook, and an aptitude for learning software productivity applications quickly.
- Excellent written, oral, and reading comprehension / communication skills to both communicate effectively with customers and document cases.
- Experience and references in a customer service position.
- Has initiative and takes ownership to follow through and resolve customer’s issues.
- Enjoys an action oriented hands-on growth environment
- English Fluency in speaking and writing is essential as business requirements to work with customers and document cases
Benefits
We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.
Our commitment to you
Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.
