What are the responsibilities and job description for the Customer Care Associate position at Viessmann Climate Solutions?
Country :
United States of America
Location :
CAN05 : CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA
Customer Care Associate
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
The Customer Care Advocate will strive for 100% customer retention. Meeting with customer in face to face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and insures a very high degree of customer satisfaction. This person is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. And promotes the use of additional services and products and provides sales leads. This role is a great fit for you excel at building relationships, have outstanding customer service and love working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers
Key Responsibilities :
- Maintain and develop relationships with assigned contract customers via face-to-face and virtual meetings
- Support Service Agreement escalations and partner with operations teams to build out Service Agreement customer strategies
- Attend to customer needs and requests, serving as liaison between Sales and Operations teams
- Ensure Service Agreement are renewed on time with current customer purchase order
- Track action items to completion, ensuring customer satisfaction
- Work with the Sales and Operations leadership to renew the service agreements of assigned customers at profitable margins
- Seek out potential sales opportunities including customer's budgeted upgrades or expansions, forwarding these opportunities to Sales Leader for assignment
- Review and follow up on Net Promoter Score surveys
- Participates in perspective customer projects and develops a professional relationship to understand the customer needs and suggest products and / or services that meet the customer needs.
- Aids in business development activities for account management teams within defined customer segment to support the business strategy.
- Reviews bid opportunities, participates in the preparation of bid responses and the negotiation with potential customers.
- Participates in the development of new customer contact leads for the sales business development team.
- Proactively identifies prospective target accounts and presents to sales business development team.
- Maintains personal customer relationships with prospective accounts to influence opportunities.
- May attend trade shows at times to increase the visibility of the organization. Prepares workshops for assigned customers
Required Qualifications :
Preferred Qualifications :
LI-Hybrid
LI-On-site
RSRCAR
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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