Account Order Manager

Carrier; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Carrier, a leader in sustainable building solutions, is seeking an experienced Customer Service representative in New York, NY. The ideal candidate will have over 5 years of customer service experience and a strong background in communication and organization.

This role involves addressing customer inquiries, analyzing service trends, and ensuring satisfaction. Knowledge of HVAC products and experience with SAP and Microsoft Office are highly desired. Join us to make a positive impact together!

Qualifications

• 5+ years of Customer Service experience.
• Experience with defining, capturing, and improving key metrics.
• Knowledge of HVAC products and marketing processes is highly desired.

Responsibilities

• Confers with customers via phone or electronically to provide information.
• Develops documentation to solve customer issues.
• Collects and analyzes information regarding customer interactions.

Skills

Customer Service

Communication Skills

Organizational Skills

Analytical Skills

Education

High School diploma or GED

BA/BS degree

Tools

SAP

Microsoft Office

Salesforce

Job description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Responsibilities

• Confers with customers who contact the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
• Uses organization and product knowledge to address more difficult inquiries and provide follow-up.
• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.
• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customer satisfaction is met.
• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in training and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote various products/services to ensure business targets are met.
• May provide after-sales support for various client contracts.

Required Qualifications

• High School diploma or GED
• 5+ years of Customer Service experience

Preferred Qualifications

• BA/BS degree
• Strong interpersonal, analytical, and communication skills
• Sense of urgency, self-initiative, dedication, and sense of ownership is a must.
• Strong written and verbal communication skills with the ability to work cross-functionally with both internal and external contacts.
• Highly organized with strong attention to detail, while also able to handle multiple priorities.
• Experience in customer service.
• Capable of working in a fast-paced environment.
• Must be a highly motivated individual.
• Capable of making decisions to resolve issues immediately.
• Experience with defining, capturing, and improving key metrics.
• Knowledge of SAP and Microsoft Office.
• Salesforce experience a plus.
• Knowledge of HVAC products and marketing processes is highly desired
• Self-starter

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