Customer Care Advocate - Carrier Enterprise : Job Details

Customer Engagement Advocate

Customer Engagement Advocate - HVAC Products | Carrier Enterprise

Introduction:

Carrier Enterprise (CE) currently has an exciting opportunity for a Customer Engagement Advocate at our [Location]. Join a leading national distributor of residential and light commercial HVAC products, parts, and supplies, and be part of a team that excels in providing top-notch HVAC/R solutions through licensed HVAC/R dealers and contractors.

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

Job Summary:

The Customer Engagement Advocate is responsible for providing exceptional customer support. They will utilize CE's digital platforms and resources to service customer needs via chat, emails, and online requests. The Customer Engagement Advocate is also responsible for attending several training sessions each year to understand the full menu of our service offerings, ensuring they can provide customers with the highest level of service. This position is eligible for performance-based bonuses and incentives.

Job Responsibilities:

Customer Orders: Assist customers in making product selections by asking questions and actively listening to identify their needs. Suggest alternate or substitute products based on availability.

Product Research: Research and source products for customers using a variety of tools, including point-of-sale computer systems, catalogs, websites, cross-references, and internal contacts.

Follow-Up: Promptly follow up on all customer requests for information, quotes, alternative parts, and delivery dates. Proactively communicate with customers about any expected delays or issues with their orders.

Product Knowledge: Maintain knowledge of new and existing products and inventory by participating in training and reviewing catalogs, websites, and internal resources.

Order Management: Provide pre-order and post-order support, manage orders from entry to invoicing, and offer customer service in a call center environment. Work closely with vendors, warehouses, credit, and the sales department.

Warranty Support: Provide warranty support, including entering claims and handling phones, faxes, and emails, to customers, store, and sales staff in the Florida region.

Issue Tracking: Track and follow up with customers, stores, and sales staff on outstanding warranty issues and exceptions.

Requirements:

Education: High School Diploma or equivalent with 2+ years of HVAC, Counter Sales, or other related industry experience; or an associate's degree with 1+ year of HVAC, Counter Sales, or other related industry experience.

Experience: Preferably in a call center environment.

Customer Service Skills: Must have strong customer service soft skills.

Organizational Skills: Must be well-organized, detail-oriented, and proficient in computer/data entry. Should be proficient in MS Office applications (Word, Excel, Outlook).

Problem-Solving: Must possess the ability to problem-solve and multi-task.

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 (insert position here) 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.