Customer Service Technician

Carrier; Marshall Heights (TN); On-site; USD 36,000 - 72,000; Full time

Benefits offered by this job

Health care benefits

Retirement benefits

Paid time off

Disability coverage

Life insurance

Tax-advantaged accounts

Tuition assistance

Job summary

Carrier Global Corporation is seeking a Customer Service Technician to handle inbound calls and billing inquiries under supervision. You will gather customer information, assist with orders, and coordinate with Tier 2 teams for escalation as needed.

Responsibilities include processing transactions in SAP, documenting cases in Salesforce, and maintaining customer-centric resolutions while following company procedures.

Qualifications

• 2 years of relevant customer service or call center experience.
• Experience handling customer inquiries by phone and email is required.
• Proficiency with SAP and Salesforce is preferred.

Responsibilities

• Serve as a first-line customer support representative for high call volumes.
• Respond to inquiries by phone and email with timely, accurate resolutions.
• Process customer transactions and orders in SAP per policy.
• Document and close customer cases in Salesforce with proper follow-up.

Skills

Customer service

Phone support

Email support

Education

High School Diploma or GED

Tools

SAP

Salesforce

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

This position is for a Customer Service technician who is under direct supervision. Responsible for resolving basic customers' service or billing complaints and obtaining customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased. Applies basic skills in the execution of existing procedures.

Key Responsibilities

• Serve as a first-line customer support representative, managing a high volume of inbound calls and cases (approximately 60-70 per day) while maintaining a positive and professional demeanor.
• Respond to customer inquiries via phone and email, ensuring timely, accurate, and customer-focused resolutions.
• Process customer transactions and order entries in SAP in accordance with company policies and established procedures.
• Manage and resolve customer cases using Salesforce, including monitoring daily reports and ensuring proper documentation and closure.
• Provide customers with options and alternative solutions aligned with their specific needs and circumstances.
• Partner with Tier 2 support teams by supplying accurate transactional details and ensuring seamless issue escalation when required.
• Maintain consistent follow-up with customers to ensure resolution satisfaction and issue closure.

Required Qualifications

• High School Diploma or GED
• 2 years of relevant customer service or call center experience.

Preferred Qualifications

• Collaboration & Team Support
• Process Adherence
• Initiative & Ownership

Pay Range

The annual salary for this position is between $35,500.00 - $71,500.00 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

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

Benefits

• 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

The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

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.

Job Applicant's Privacy Notice

Please click on the link to review the Job Applicant Privacy Notice .

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.