Customer Engagement Advocate

carrierenterprise; Carrollton (TX); Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance (Short-term and

Employee Assistance Program (EAP)

Tuition Reimbursement & Professional

Paid Vacation & Sick time

Company Paid Holiday's

401(k) Plan with Employer Match

Employee Discount Program

Job summary

Carrier Enterprise is seeking a Customer Engagement Advocate to support customers via chat, email and online requests. You will use Salesforce to document interactions and work with cross-functional teams to resolve issues and enhance the customer experience.

The role emphasizes a sales/service mindset, high-volume channels, and a dedication to continuous training and product knowledge. Flexible scheduling supports remote or office work arrangements.

Qualifications

• Minimum 1 year in a customer support role.
• Must be organized, detail oriented, and able to multitask.
• Experience in high-volume customer service and sales environments with tech-savviness.
• Proficiency in CRM/Salesforce.
• Strong work ethic, high energy, and willingness to learn.
• Team player with excellent verbal and written communication.
• Ability to thrive in remote or office environments with scheduling flexibility.

Responsibilities

• Interact with customers daily in a friendly, courteous, and efficient manner.
• Communicate with urgency across email, eCommerce and chat.
• Multi-task while delivering high levels of service.
• Handle up to 3 chats at a time.
• Listen actively to build confidence and satisfaction.
• Research and resolve issues independently or with the team.
• Maintain product knowledge through trainings and reviews.
• Document interactions in CRM/Salesforce.
• Coordinate with colleagues to ensure customer satisfaction.
• Assist in training new hires.

Skills

Customer support

Chat & Email

CRM/Salesforce

Communication skills

Organization

Remote-friendly

Tools

Salesforce

Job description

CEHQcurrently has an excitingCustomer Engagement 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

The Customer Engagement Advocate is a key member of the company's growth initiative to enhance CE’s Customer Experience. Reporting to the Customer Engagement Manager, this position will provide support for customersutilizingour digital platforms/resources. In this role,the right candidatewill have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests.Allour CustomerCare Representatives are trained to understand the full menu of our service offerings,andto provideour customers with exceptional service.

EssentialRole, Activitiesand Responsibilities:

• Dailyinteractionwith ourcustomersin a friendly, courteous,efficient and professionalmanner.
• Communicateeffectivelywith a sense of urgencywith customers throughthevariousdigital and onlinechannels,includingemail, eCommerce andchat.
• 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, buildscustomer confidencewhile beingcommitted toenhancingcustomer satisfaction.
• Must be able to sort through complex issues independently and make difficult decisions withconfidence.
• Individual must make timely decisions and exercise sound judgement based on factswhilemeeting established deadlines.
• Ability to research, navigateandidentify exactresource toresolve customerissues/complaintsthroughindependentorcollaborativeteamwork.
• 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, applicationsand recommendproductaccessories.
• Simultaneously document customer interactions, transactions, comments andcomplaints using provided CRM/Salesforce during customerengagement.
• Communicating and coordinating with colleagues as necessaryto ensurecustomer satisfaction.
• Facilitate product, system and procedural training to new hire employees.

Requirements-Qualifications

• A minimum of 1 year of experience in a customer support role such as outbound calling, call center, various online channels, etc.
• Mustbe well organized, detail oriented andmulti-task, as you mustswitch between multiple systems.
• Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.
• Mustpossessproficiencyin the use of digital applications such as CRM/Salesforce.
• Must have a strong work ethic, high energy, enthusiasm, and a desire to succeed and learn for future growth and development opportunities.
• Must be ateam player, articulate andpossessexcellent verbal and writtencommunication skills.
• Ability to thrive in a remote or office environment whiledemonstratingschedule flexibility to accommodate evolving business needs.

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

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.

Requirements-Qualifications

• A minimum of 1 year of experience in a customer support role such as outbound calling, call center, various online channels, etc.
• Mustbe well organized, detail oriented andmulti-task, as you mustswitch between multiple systems.
• Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.
• Mustpossessproficiencyin the use of digital applications such as CRM/Salesforce.
• Must have a strong work ethic, high energy, enthusiasm, and a desire to succeed and learn for future growth and development opportunities.
• Must be ateam player, articulate andpossessexcellent verbal and writtencommunication skills.
• Ability to thrive in a remote or office environment whiledemonstratingschedule flexibility to accommodate evolving business needs.