What are the responsibilities and job description for the Sr. Customer Service Associate position at Carrier?
Country :
United States of America
Location :
CAN01 : Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role :
This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls supporting our B2B channels. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations for the update of procedures to improve Customer Service processes. Escalates complex issues to management.
Job Description :
- Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints
- Uses organization and product knowledge to address more difficult inquiries and provide follow up
- Develops documentation used to solve difficult customer issues / requests / complaints. Directs queries to appropriate department or personnel, as needed
- Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met
- Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services
- Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments
- May promote various products / services to ensure business targets are met
- May provide after-sales support for various client contracts
Required Qualifications :
Preferred Qualifications :
RSRCAR
LI-onsite
Pay Range :
61,213 - $107,122 Annually
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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Salary : $61,213 - $107,122
