Customer Service Representative

About the Role

The Customer Care Center serves as the first line of communication on the 1‑800‑Carrier line for North America, including Canada. It supports residential homeowners who use Carrier HVAC products and assists Carrier dealers seeking parts or technical support. The role focuses on connecting homeowners with dealers and handling basic service inquiries. • Provide satisfactory and quality customer service under immediate supervision. • Answer basic inquiries about product availability, maintenance, and order status. • Resolve basic service or billing complaints from customers. • Record details of customer interactions, inquiries, complaints, and actions taken. • Refer homeowners to dealers through warm transfers and manage dealer referrals. • Provide warranty information and conduct product comparisons. • Act as a switchboard, routing customers to appropriate departments using the database. • Meet standardized call‑center metrics and maintain punctuality and break schedules.

Key Responsibilities

• ▸customer service
• ▸inquiry handling
• ▸complaint resolution
• ▸call routing
• ▸dealer referral
• ▸call metrics

What You Bring

Training lasts 2‑3 weeks on site, with half of the time spent in classroom instruction and the second half in hands‑on experience with Carrier systems. New hires gain the knowledge and practical skills needed to perform their duties effectively. • Required: High school diploma or GED and 6+ months inbound call‑center experience. • Preferred: Bachelor’s degree and Salesforce experience. • Possess above‑average verbal and written communication skills.

Requirements

• ▸high school
• ▸call center
• ▸bachelor's
• ▸salesforce
• ▸communication
• ▸carrier

Benefits

Employees are eligible for a comprehensive benefits package that includes medical, dental, vision, wellness incentives, and retirement plans. Paid time off covers vacation (up to 15 days), sick leave, personal leave, holidays (up to 13 days), and various family‑related leaves. Additional benefits encompass short‑ and long‑term disability, life and accidental death and dismemberment insurance, health‑savings and spending accounts, dependent‑care accounts, and tuition assistance, varying by location and eligibility. The position offers a salary range of $31,500 to $49,500, with potential short‑term cash incentives based on plan requirements. Pay may vary based on skills, education, experience, and other qualifications. Carrier is an Equal Opportunity Employer and provides affirmative action for individuals with disabilities and protected veterans. • Benefits include medical, dental, vision, wellness incentives, and retirement plans. • Paid vacation (up to 15 days), sick, personal, holidays (up to 13 days), and various leaves. • Short‑ and long‑term disability, life and AD&D insurance, and tax‑advantaged accounts. • Tuition assistance and health‑savings/spending accounts available.

Work Environment

Field