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About the Role
We are seeking a motivated, process-oriented individual to support customers via telephone and written communications in our high-volume, fast-paced, and metric-driven Customer Care Center. Following training, you will work a hybrid schedule of 3 days in-office and 2 days remote per week.
Responsibilities
- Provide exceptional customer support to homeowners.
- Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
- Provide customer support related to Wi-Fi thermostats and other related remote access devices.
- Assist customers with troubleshooting Wi-Fi connectivity on website or phone applications.
- Assist customers with mobile app navigations, login/password issues, registering accounts, and managing their devices.
- Communicate customer-facing issues to management and identify areas of opportunity.
- Collaborate with internal departments to resolve customer opportunities.
- Actively participate in departmental Carrier Excellence initiatives and agent certifications.
Requirements
- High School Degree/GED.
- 2+ years of experience in a call center or troubleshooting.
Skills
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred).
- Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
- Working knowledge of Salesforce is desired.
- A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.
- Excellent customer service skills.
- Strong written and oral communication skills.
- Proficient in MS Office (specifically Word and Excel).
- Strong analytical skills, accuracy and attention to detail.
- Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time.
- Creative problem solving skills.
- Self-starter and well organized, able to multi-task and prioritize work.
- Adaptability and flexibility to seasonality and changing business demands is critical.
- Scheduled shift assignments will include evening and weekend hours.
- Spanish or French language skills are a plus.
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- 2+ years of experience
Education Level
- High School Degree/GED
Salary/Compensations
- $35,500.00 - $71,500.00 annually
Benefits
- 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
About the Company
- 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.
Equal Opportunity
- 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 Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.