What are the responsibilities and job description for the Customer Engagement Advocate- HQ position at Watsco?
Job Description
Company Description :
Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We operate primarily in the B2B environment, selling our products through licensed HVAC dealers and contractors. These dealers are independent companies that sell, deliver, and service Carrier, Bryant Payne products to residences and businesses in their respective markets. With over 200 locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, we are well-positioned to meet our customers' HVAC / R needs.
Company Website :
www.carrierenterprise.com
Customer Engagement Advocate – HQ
Description
The Customer Engagement Advocate is a key member of the company's growth initiative to enhance CE’s Customer Experience. Reporting to the Customer Engagement Manager, this position will provide support for customersutilizingour digital platforms / resources. In this role, the right candidate will have a sales / service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All our Customer Care Representatives are trained to understand the full menu of our service offerings,andto provideour customers with exceptional service.
You will gain valuable skills as you engage with multiple departments to resolve customer-related requests. You will be exposed to all faucets of the organization and this role is a catalyst for growth opportunities at Carrier Enterprise.
Essential Role, Activities and Responsibilities :
- Daily interaction with our customers in a friendly, courteous, efficient, and professional manner.
- Communicates effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce, and chat.
- Own the complete Onboarding (ERP Magento) new customer set-up process, which includes training on system platforms and resources.
- Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction by troubleshooting and addressing digital technical questions related to E-Commerce.
- Capture and document all customer interactions using CRM / Salesforce during customer engagement.
- Individualsmust be able to sort through complex issues independently while exercising sound judgement with confidence.
- Research, navigate andidentifyexact resourcesto resolve customer issues / complaints through independent or collaborative teamwork while meeting established deadlines.
- Maintain knowledge of new and existing products and resources byparticipatingin physical or virtual training, reviewing online catalogs and websites.
- Initiate outbound calls with Qualified leads performing business assessment todeterminetrue opportunities.
- Contact disengaged accounts todeterminereason(s) for disengagement and work with Sales on re-engagement strategy.
- Performs follow-up activities with customers with a feedback rating of 2 or less.
About Us
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC / R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200 locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000 employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC / R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Find out more about CE at www.carrierenterprise.com.
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
Requirements
Qualifications :
Benefits : Health Insurance
Health Savings Account
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance (Short-term and Long-term)
Employee Assistance Program (EAP)
Tuition Reimbursement Professional Development
Paid Vacation Sick time
Company Paid Holiday's
401(k) Plan with Employer Match
Employee Discount Program
Invitation to Apply
Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com / careers. Learn more about our company and team.
Equal Opportunity Statement :
Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.
