Customer Service Technician

Carrier; Tennessee; On-site; USD 35,000 - 50,000; Full time

Job summary

Carrier is looking for a Customer Service Technician (Champion) – Tier 1 in the United States, Tennessee. This position serves as a primary point of contact, handling a high volume of customer inquiries daily through various channels. The ideal candidate will have experience in customer service, strong communication skills, and the ability to maintain professionalism while providing tailored solutions.

The role involves managing customer interactions, processing transactions in SAP, and collaborating with support teams. A High School Diploma or GED is required, with preferred qualifications including an associate degree and additional customer service experience.

Qualifications

• High School Diploma or GED required.
• Minimum of 6 months of customer service or call center experience.
• Excellent verbal and written communication skills.

Responsibilities

• Manage a high volume of inbound calls and cases (approximately 60–70 per day).
• Respond to customer inquiries via phone and email.
• Process customer transactions and order entries in SAP.

Skills

Customer service or call center experience

Problem-solving skills

Verbal and written communication skills

Time management

Education

High School Diploma or GED

Associate degree (preferred)

Tools

SAP

Salesforce

Microsoft Excel

Job description

Role Purpose

The Customer Service Technician (Champion) – Tier 1 plays a vital role in delivering an exceptional customer experience by serving as a primary point of contact for customer inquiries and transactional support. This role is ideal for individuals who thrive in a fast-paced, high-volume environment and are motivated to build and advance a career in customer service.

The Tier 1 Associate is responsible for managing customer interactions across multiple channels, including phone, email, and written communications. The successful candidate will demonstrate strong problem-solving skills, sound judgment, and the ability to provide tailored solutions while maintaining efficiency, accuracy, and professionalism.

Role 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.
• Minimum of 6 months of customer service or call center experience.

Preferred Qualifications

• Associate degree (AA, AS, or equivalent two-year post-secondary education) preferred.
• Minimum of 2 years of customer service or call center experience.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.
• Demonstrated ability to manage multiple priorities effectively and maintain strong time management in a deadline-driven environment.
• Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.
• Intermediate proficiency in Microsoft Excel.
• Familiarity with SAP, Salesforce, or other order management and customer relationship management systems.