Customer Engagement Advocate

Carrier Enterprise; Carrollton (TX); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan with Employer Match

Paid Vacation & Sick Time

Job summary

Carrier Enterprise in Carrollton, Texas is looking for a Customer Engagement Advocate. This full-time role involves supporting customers via digital platforms, managing high volumes of inquiries while ensuring satisfaction.

The ideal candidate will have customer support experience, excellent organizational skills, and proficiency in CRM/Salesforce. Carrier Enterprise offers a comprehensive benefits package including health insurance and a 401(k) plan.

Qualifications

• Minimum of one year in a customer support role.
• Experience in a fast-paced customer service environment.
• Strong work ethic and enthusiasm for growth.

Responsibilities

• Interact with customers via chat, email, and online requests.
• Handle simultaneous chats while maintaining service standards.
• Resolve complex issues independently using sound judgment.

Skills

Customer support experience

Organizational skills

Tech-savvy mindset

CRM/Salesforce proficiency

Team player skills

Job description

About Carrier Enterprise

Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the world's largest independent HVAC/R distributor. With over 200 locations across North and Central America, CE distributes leading HVAC brands and a full line of parts and accessories.

Position Summary

The Customer Engagement Advocate supports customers using CE’s digital platforms. The role requires a sales/service‑oriented attitude, managing a high volume of inquiries via chat, email, and online requests while providing prompt, professional assistance.

Key Responsibilities

• Interact with customers in a friendly, courteous, and efficient manner.
• Communicate promptly and with urgency across digital channels, including email, eCommerce, and chat.
• Handle up to three simultaneous chats while maintaining high service standards.
• Demonstrate active listening, build customer confidence, and enhance satisfaction.
• Resolve complex issues independently, make timely decisions, and exercise sound judgment.
• Research and identify appropriate resources to resolve customer issues or complaints.
• Maintain knowledge of products through training, catalog reviews, and website updates.
• Assist with inventory planning and backorder communication to planners.
• Process orders, applications, and recommend product accessories.
• Document interactions, transactions, and comments using CRM/Salesforce.
• Collaborate with colleagues to ensure customer satisfaction.
• Facilitate product, system, and procedural training for new hires.

Qualifications

• Minimum of one year in a customer support role (call center, chat, email).
• Highly organized, detail‑oriented, and able to multitask across multiple systems.
• Experience in a fast‑paced, high‑volume customer service environment with a tech‑savvy mindset.
• Proficiency using digital applications such as CRM/Salesforce.
• Strong work ethic, high energy, enthusiasm, and a desire for growth.
• Team player with excellent verbal and written communication skills.
• Adaptable to remote or office environments and flexible scheduling.

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 Holidays
• 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 all employees and job applicants are treated on the basis of merit, qualifications, and competence.

Invitation to Apply

Full‑time and part‑time positions are available. To explore this opportunity, visit the careers page at www.carrierenterprise.com/careers.