Customer Service Representative

About the Role

The Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line, serving North America, including Canada. The customer base includes end users of HVAC equipment (residential homeowners) and Carrier brand dealers seeking parts or technical support.

Training

• Training is 2-3 weeks long and will take place on site.
• Training will consist of 50% classroom instruction and 50% hands-on system practice.

Key Responsibilities

• Works under immediate supervision to provide satisfactory and quality customer service.
• Assists with answering basic customer inquiries on product availability, maintenance, and order status.
• Assists with resolving basic customer service or billing complaints.
• Assists with keeping records of customer interactions or transactions, detailing inquiries, complaints, or comments, and actions taken.
• Handles dealer referrals to connect them with a dealer for sales or service.
• Connects homeowners with dealers through warm transfer.
• Provides customers with warranty information.
• Assists with product comparison.
• Acts as a switchboard for the company, using a database to refer customers to the appropriate department.

Requirements & Tech Stack

• High school diploma or GED
• 6+ months experience handling inbound calls in a call center environment

Qualifications

• Bachelor’s Degree (Preferred)
• Sales Force experience (Preferred)
• Ability to meet standardized call center metrics (Preferred)
• Dependability (Preferred)
• Punctuality and completion of shifts (Preferred)
• Maintenance of assigned break and lunch schedules (Preferred)
• Above average verbal and written communication skills (Preferred)

Pay Range

• Annual salary: $31,500.00 - $56,500.00

Other Compensation

• May be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days (up to 15), paid sick days (up to 5), paid personal leave (up to 5), paid holidays (up to 13), 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