Customer Care Specialist at Carrier Enterprise LLC in Raleigh, North Carolina

Job Description:

1711 Corporation Parkway, Raleigh, North Carolina 27604

Reporting to the Director Customer Support, this position will provide sales and warranty support to the Customer Care function. In this role, the right candidate will field calls, emails, and chat requests from customers who have questions about our products or warranty related issues. All our Customer Care Specialist are trained to understand the full menu of our offerings so that they can provide our customers with excellent service. We prefer candidates who have some background in customer service or sales, but we are willing to train the right person.

Essential Duties and Responsibilities:

• Daily Interaction with our customers in a friendly, courteous, efficient and professional manner.


• Follow up promptly on all customer requests for information, quotes, alternative parts and delivery dates. Proactively communicate with customers about any expected delays or issues with their order.


• Communicating with customers through various channels included but not limited to phone, email and chat.


• Researching, navigating and independently or collaboratively working with the right resource to locate answers in order to resolve customer complaints


• Maintain knowledge of new and existing products and inventory by participating in training, reviewing catalogs, websites and internal resources


• Ability to process orders, forms, applications and recommend product


• Document record of customer interactions, transactions, comments and complaints using provided digital tools.


• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.

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).

• High School Diploma or equivalent with 2+ years of Customer Service or Sales experience; or Associates Degree with 1+year of Customer Service or Sales experience.


• Experience preferably in a Customer Service and sales


• Must maintain a positive attitude and have strong customer service soft skills.


• Must be well organized, detail oriented and have good computer/data entry; should be proficient in MS Office applications (Word, Excel, Outlook) and comfort using digital tools.


• Must possess the ability to problem solve and multi-task.


• Experience working within Sales Force strongly preferred.

Qualifications:

• Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferred but not required


• Must have strong communication skills, a strong worth ethic, high energy, enthusiasm, and a passion for customer service and sales support.


• Must be a team player, articulate and possess excellent phone, written and communication skills.


• Ability to thrive in an office environment while demonstrating the ability to focus on results


• Solid problem-solving abilities and high sense of urgency

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