Senior Customer Service Associate

Carrier is a global leader in intelligent climate and energy solutions, committed to innovations that enhance comfort and sustainability. The Senior Customer Service Associate will research and resolve Tier 3 executive customer escalations, collaborating with various departments to address high-profile complaints and providing superior follow-up with end users.

Responsibilities:

• Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints
• Collaborate with management, distribution, and our legal department to resolve high profile customer complaints
• Provide superior follow up with end users and the management team
• Provide working solutions to end users including financial assistance
• Work to resolve time sensitive cases escalated by the Better Business Bureau
• Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents
• Utilize your experience to suggest process improvements for our customers
• Work with sensitive and confidential information
• Monitor and manage open case load independently

Requirements:

• High School Diploma or GED
• Minimum of 5 years of customer service experience in a call center or other high-volume environment
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices
• Proficient in MS Office
• Strong analytical skills, paying close attention to accuracy and attention to detail
• Strong 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
• Ability to prioritize workload and provide a quick turnaround for urgent cases. Our Tier 3 Customer Service agents are largely self-directed and work with minimal supervisor to resolve their cases
• Adaptability and flexibility to seasonality and changing business demands is critical. As an air conditioning manufacturer, our consumer feedback volume can more than double during the hot summer months
• Minimal travel required (less than 10%). Travel is typically once or twice per year to internal or customer hosted meetings
• Bachelor's degree
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy and attention to detail
• Ability to communicate effectively
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Self-starter and well organized, able to multi-task and prioritize work
• Adaptability and flexibility to seasonality and changing business demands