Customer Success Advocate

About Us

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).

CE HQ currently has an exciting Customer Success Advocate opportunity

Company Website: www.carrierenterprise.com

Introduction

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 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.

Summary

Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests.

All of our Customer Success Advocates are trained to understand the full menu of our service offerings, in order to provide our customers with exceptional service. We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels.

Essential Role, Activities and Responsibilities

• Daily interaction with our customers in a friendly, courteous, efficient and professional manner.
• Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat.
• Ability to multi-task while providing a high level of customer service.
• Chat Agents take up to 3 chats at a time simultaneously.
• Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction.
• Must be able to sort through complex issues independently and make difficult decisions with confidence.
• Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines.
• Ability to research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork.
• Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites.
• Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners.
• Ability to process orders, forms, applications and recommend product accessories.
• Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement.
• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.
• Facilitate product, system and procedural training to new hire employees.

Requirements

• A college degree preferred or a minimum of five years of experience supporting customers within the various digital and online channels.
• Must be well organized, detail oriented and have good computer/data entry; should be proficient in the use of digital applications such as CRM/Salesforce.
• Must possess desire to succeed and learn for future growth and development opportunities.

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 a strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support.
• Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.
• Must be well organized, detail oriented and have ability to multi-task as you will be required to switch between multiple systems.
• Must be a team player, articulate and possesses excellent verbal and written communication skills.
• Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.
• Additional fluency in another language other than English is preferred but not required.

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 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.