Customer Care Associate

C01 Carrier Corporation; Illinois; Hybrid; USD 65,000 - 130,000; Full time

Benefits offered by this job

Health Care Benefits

Retirement Benefits

Paid vacation days

Paid sick days

Job summary

Carrier Commercial Services is seeking a Customer Care Associate to support service agreement renewals and customer retention strategies. You will interact with customers in face-to-face meetings to align needs with service deliverables, building long-term trust and ensuring high satisfaction.

This hybrid role requires strong relationship skills and collaboration with Sales and Operations. Located near Willowbrook, IL, the role offers pathway to growth within a global organization and

Qualifications

• High School Diploma or GED required; experience in HVAC or services preferred.
• Strong customer service orientation with ability to build trust with accounts.
• Experience using Salesforce and MS Office for daily operations.

Responsibilities

• Maintain and develop relationships with contract customers on a semi-annual basis.
• Support Commercial Service Agreement escalations and renewals.
• Collaborate with operations to build service strategies with a Contract Specialist.
• Act as liaison between Sales and Operations to meet customer needs.
• Ensure Service Agreements are renewed on time with profitability.
• Track action items to completion and ensure customer satisfaction.
• Identify potential sales opportunities from customer budgets and upgrades.
• Reach out to existing chiller customers for end-user information and digital service agreements.

Skills

Customer relationship management

Relationship building

Cross-functional collaboration

Education

High School Diploma or GED

Tools

Salesforce

Microsoft Office

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About this role

Carrier Commercial Services is hiring a Customer Care Associate who will support service agreement renewals and customer retention strategies. Carrier strives for 100% customer retention! The focus of this role is to interact with customers in face-to-face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and ensures a very high degree of customer satisfaction. This role is a great fit for someone who excels at building relationships, has outstanding customer service and enjoys working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers.

This is a hybrid role (2 days in office and 3 days at home per week) for someone that lives close to our offices in Willowbrook, IL.

Key Responsibilities

• Maintain and develop relationships with contract customers on a semi-annual basis
• Support Commercial Service Agreement escalations
• Partner with operations teams to build out Service Agreement customer strategies with Service Contract Specialist
• Attend to customer needs and requests, serve as liaison between Sales and Operations teams
• Ensure Service Agreements are renewed on time
• Track action items to completion, ensuring customer satisfaction
• Work with the Sales and Operations leadership to renew the service agreements at profitable margins
• Seek out potential sales opportunities i.e. Customer's budgeted upgrades/expansions, and forward opportunities to Sales Leader for assignment
• Reach out existing chiller customer base to seek out end user information or Digital service agreements

Basic Qualifications

• High School Diploma or GED
• 2+ years' experience within the HVAC or services industry

Preferred Qualifications

• Bachelor’s degree
• Knowledge of the HVAC industry, market and key market participants
• Ability to work in a highly team-oriented and dynamic environment
• Presentation skills to develop expectations and relationships with internal/external customers
• Self-motivated and able to manage many simultaneous actions and requests
• Comfortable operating in a technical environment
• Utilize Microsoft based computer software and Salesforce
• Goal-orientated with strong time management and organizational skill

Additional information

Must have unrestricted authorization to work in the USA. No visa sponsoring available.

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

Thisposition may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers.

We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world's first choice in security, shipping and HVAC technology.