Customer Service Associate

Company: Carrier
Location: East Syracuse
Posted on: May 23, 2025

Job Description:

Country:
United States of America
Location:
CANHQ: CCS HQ - Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier .

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.

We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Specific Responsibilities for this position include:

• Provide exceptional customer support to homeowners.
  
• Handle escalated consumer cases.
  
• Manage all customer interactions via inbound phone, email, and written correspondence.
  
• Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience.
  
• Communicate customer facing issues to management and identify areas of opportunity.
  
• Collaborate with internal departments to resolve customer opportunities.
  
• Actively participate in departmental Carrier Excellence initiatives and team certifications.
  
• Ability to decide whether to provide minor financial assistance to customers.
  
  
  Required Qualifications
  
  • High School Diploma or GED.
    
  • Minimum of 3 years of customer service experience in a call center or similar high-volume setting.
    
  • Minimum of 3 years of experience with a CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred).
    
    
    Preferred Qualifications
    
    • Associate's degree.
      
    • Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
      
    • Working knowledge of Salesforce is desired.
      
    • A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.
      
    • Excellent customer service skills.
      
    • Strong written and oral communication skills.
      
    • Proficient in MS Office (specifically Word and Excel).
      
    • Strong analytical skills, accuracy, and attention to detail.
      
    • Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time.
      
    • Creative problem-solving skills.
      
    • Self-starter and well organized, able to multi-task and prioritize work.
      
    • Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours.
      
    • Spanish or French language skills are a plus.
      
      
      RSRCAR
      
      #LI-Hybrid
      
      Pay Range:
      $34,238 - $59,916 Annually
      
      Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
      
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Keywords: Carrier, Rochester , Customer Service Associate, Hospitality & Tourism , East Syracuse, New York