Customer Success Advocate

carrierenterprise; Knightdale (NC); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health Insurance

HSA

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

EAP

Tuition Reimbursement

Paid Time Off

Holidays

401(k) Plan

Employee Discount

Job summary

Carrier Enterprise in Raleigh, NC, is seeking a Customer Success Advocate to support customers through chat, email, and online requests. You'll learn the full menu of our service offerings and deliver exceptional service to a high-volume customer base in a remote or hybrid setup.

The ideal candidate has a college degree or 5+ years in customer support across digital channels, strong organizational skills, and experience with CRM/Salesforce. Bilingual English/French Canadian is preferred.

Qualifications

• College degree preferred or 5+ years of experience supporting customers across digital/online channels.
• Proficient in using CRM/Salesforce and digital applications.
• Fluent or bilingual in English and French Canadian is preferred.

Responsibilities

• Interact with customers via chat, email, and online requests in a friendly, professional manner.
• Handle up to 3 chats simultaneously while delivering high-quality service.
• Document interactions and transactions in the CRM/Salesforce system.
• Research and resolve complex issues independently or with the team.

Skills

Customer service

Sales support

Bilingual English/French Canadian

Education

College degree

Tools

CRM/Salesforce

Job description

CEHQcurrently has an excitingCustomerSuccess Advocate opportunity| Raleigh -Remote

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

Reporting to theCustomerSuccess Supervisor, this position will providesupportfor customers utilizing our 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, andonlinerequests.All ofour CustomerSuccess Advocatesare trained to understand the full menu of ourserviceofferings,in order toprovide our customers with exceptionalservice. We prefer candidates whohave a college degree or a minimum of five yearsof experience supporting customers within the variousdigital andonlinechannels.

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

• A college degree preferred or a minimum of five yearsof experience supporting customers within the various digital and online channels.
• Must be well organized, detail oriented and have good computer/data entry; should be proficientin the use of digital applications such asCRM/Salesforce.
• Must possess desire to succeed and learn for future growth and development opportunities.
• Bilingual : English/French Canadian language

Qualifications

• Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferredbut not required.
• Must haveastrong workethic, high energy, enthusiasm, and a passion forcustomer service and sales support.
• Must have experience,preferably in a high-volume fast paced Customer Service and sales environment withtech-savviness.
• Must be well organized, detail oriented and have ability to multi-taskas you willbe required to switch between multiple systems.
• Must be ateam player, articulate and possessesexcellentverbal andwrittencommunication skills.
• Ability to thrive in a remote or office environment while demonstratingschedule flexibility to accommodate evolving business needs.
• Additional fluency in another language other than English is preferredbut not required.

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

• A college degree preferred or a minimum of five yearsof experience supporting customers within the various digital and online channels.
• Must be well organized, detail oriented and have good computer/data entry; should be proficientin the use of digital applications such asCRM/Salesforce.
• Must possess desire to succeed and learn for future growth and development opportunities.
• Bilingual : English/French Canadian language