Customer Care Associate

Carrier; Jersey (AR); Hybrid; USD 48,000 - 74,000; Full time

Job summary

Carrier Commercial Services is seeking a Customer Care Associate to support service agreement renewals and boost customer retention. The role focuses on aligning customer needs with service deliverables and building long-term trust with assigned accounts.

This hybrid position requires in-office presence in New Jersey two days a week and three days remote, with responsibilities spanning relationship management, escalation support, and collaboration with Sales and Operations to renew agreements at

Qualifications

• High School Diploma or GED.
• 2+ years' experience within the HVAC or services industry.
• Ability to work in a highly team-oriented and dynamic environment.

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.

Skills

Relationship building

Customer service

Presentation skills

Time management

Team oriented

Education

High School Diploma or GED

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

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 New Jersey.

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