Customer Success Advocate

Carrier Enterprise; Knightdale (NC); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Vision Insurance

Life Insurance

Disability Insurance (Short-term and 


Employee Assistance Program (EAP)

Tuition Reimbursement & Professional {

Job summary

Carrier Enterprise, a national HVAC distributor, is seeking a Customer Success Advocate to support customers via chat, email and online requests. The role emphasizes a sales/service mindset and high-volume customer engagement across digital channels within a fast-paced environment.

The ideal candidate will have a college degree or at least five years of experience in customer support, strong communication skills, and proficiency with CRM/Salesforce.

Qualifications

• College degree preferred or minimum of five years of experience supporting customers via digital channels.
• Must be organized, detail-oriented and proficient with digital applications.
• Strong verbal and written communication skills essential.

Responsibilities

• Interact with customers via chat, email and online requests in a courteous, efficient manner.
• Provide sales support and guidance to customers, balancing service with revenue opportunities.
• Maintain knowledge of product offerings and platforms through ongoing training.
• Document customer interactions and outcomes in CRM/Salesforce.
• Collaborate with team to resolve complex issues and ensure timely follow-up.
• Assist with inventory and order-related tasks as needed.

Skills

Customer service

Communication skills

Sales support

Multitasking

Remote-friendly mindset

Education

Bachelor’s degree preferred

5+ years customer support experience

Tools

CRM/Salesforce

Job description

Job Description

CEHQcurrently has an excitingCustomerSuccess Advocate opportunity

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 and online channels.

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 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.

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.

• Health Insurance
• Health Savings Account
• 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.

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.

Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!

Find out more about CE at www.carrierenterprise.com .

Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).

Requirements

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.

Status

Full-Time

Position Type

Hourly

Company

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