What are the responsibilities and job description for the Customer Service Analyst position at Carrier?
Country:
United States of AmericaLocation:
CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 USAAt Carrier we make modern life possible by delivering groundbreaking systems and services that help buildings, homes and the cold chain become more healthy, safe, sustainable, and intelligent. Our global team of dedicated employees continues to set industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in HVAC and refrigeration.
About this role
We have an exciting opportunity for a Customer Service Analyst in our Customer Care Center. You must be a motivated, analytical individual to be a part of our Customer Care Center to support our customers via telephone and written communications. This position will be responsible for assisting customers with credits and debits that are claimed through the National Account Programs.
Specific Responsibilities for this position may include
Manage daily ARS/CRNA transactional processing in SAP.
Statement Reviews, daily/monthly reports, and email monitoring.
Automation report preparation and validation of automation invoices processed in SAP.
Manage daily credit and invoice processing in SAP including order creation, error resolution, and order release for all programs.
Backfill for Rosie Bot role as needed.
Assist customers with questions and find alternate solutions to customer issues.
Testing and assistance with new processes and programs.
Manage customer experience through Salesforce case resolution, email resolution.
Work with Material Master and Pricing teams on materials that need correcting.
Order Management and invoice management through the Salesforce/Breeze platform.
Be available to positively support projects and initiatives across multi departments.
Required Qualifications
High school diploma/GED.
2 years of customer service experience.
Preferred Qualifications
Background in Residential and Commercial HVAC applications, products, and systems is desired.
Experience working in SAP is desired.
Proficiency in Microsoft Office products (position is heavy Excel usage)
Working knowledge of Call Center tools such as CRM (Customer Relationship Management software) and phone tools; experience in Salesforce, SAP & Five9
Superior follow-up and follow-through skills.
Strong verbal and written communication skills; exceptional interpersonal skills.
Ability to analyze unlike information and draw conclusions/recommendations.
High degree of self-motivation to recognize, address, and improve business practices.
Sense of urgency, self-initiative, commitment, and sense of ownership.
Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting Company objectives.
Ability to handle stressful situations and deadlines with professionalism and in a consistently calm demeanor.
RSRCAR
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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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