Customer Service Representative

About this role

Our Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line. We serve North America, including Canada. Our customer base is end users of our brands of HVAC equipment (residential homeowners). We will also assist in servicing our network of Carrier brand dealers looking to obtain parts or technical support.

Training is 2-3 weeks long. It will take place on site. Half of the time will be classroom training; the second half will be hands on with our systems.

Following training, you’ll work on a hybrid schedule consisting of 3 days in-office and 2 days remote.

Key Responsibilities

• Works under immediate supervision to provide satisfactory and quality customer service
• Assists with answering basic customer inquiries on product availability, maintenance, and the status of orders
• Assists with resolving basic customers' service or billing complaints
• Assists with keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Dealer referrals—getting them connected with a dealer that can provide sales or service
• Our number one goal is to get the homeowner connected with the dealer through warm transfer
• Provide customers with warranty information
• Product comparison
• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

Required Qualifications

• High school diploma or GED
• 6+ months of inbound call experience (call center or high volume environment)

Preferred Qualifications

• Bachelor’s Degree
• Bilingual in English and Spanish strongly preferred
• Sales Force experience
• Ability to meet standardized call center metrics
• Be dependable
• Show up to work on time and complete each shift
• Maintain assigned break and lunch schedules
• Above average verbal and written communication skills