Customer Care Specialist

Carrier Enterprise currently has an exciting opportunity for a Customer Care Specialist in our Richmond, VA location.

Position: Full time, day shift opportunity with great benefit options

Mission: Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business to business (B2B) environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader.

With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs.

Essential Duties:

Reporting to the Customer Care Manager, this position will provide sales and warranty support to the Customer Care function. In this role, the ideal candidate will field calls, emails, and chat requests from customers who have questions about our products, orders or warranty related issues. All of our Customer Care Specialist are trained to understand the full menu of our offerings so that they can provide our customers with excellent service.

Like helping people? We prefer candidates who have some background in customer service or sales, but we are willing to train the right person.

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 accessories.
• Document record of customer interactions, transactions, comments and complaints using provided digital tools.
• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.

• 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 or equivalent
• Experience preferably in a Customer Service and sales environment.
• 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 have ability to use digital applications such as CRM, Contact center software, eCommerce
• Must possess the ability to problem solve and multi-task