Customer Success Advocate

Carrier Enterprise; Raleigh (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Sales Bonuses

Job summary

A leading HVAC/R distribution company is seeking a Customer Success Advocate to support customers through digital platforms. The role involves engaging with customers via chat and email, ensuring satisfaction, and managing multiple inquiries. Ideal candidates should have strong communication skills and a background in customer service. Join a dynamic team dedicated to providing excellent service and enjoy a competitive compensation package.

Qualifications

• Preferred candidates have a college degree or 5 years of customer support experience.
• Engagement through chat, email, and online requests is essential.

Responsibilities

• Interact daily with customers in a friendly and professional manner.
• Manage up to 3 chats simultaneously while maintaining service standards.
• Document interactions accurately using CRM/Salesforce.

Skills

Customer Service

Communication

Active Listening

Education

College Degree

Tools

CRM

Salesforce

Job description

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About Us

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

Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision is to become a world-class distribution company through relentless service excellence. We value diverse experiences, backgrounds, and ideas, which strengthen our teams and business. From retail to e-Commerce and mobile platforms, we offer opportunities for career growth. Learn more at www.carrierenterprise.com.

Carrier Enterprise is an Equal Opportunity Employer. We offer a competitive total compensation package, including health, dental, vision, life insurance, 401(k), and sales bonuses.

Job Summary

Reporting to the Customer Success Supervisor, this role supports customers using our digital platforms. The ideal candidate has a sales/service mindset, engaging with customers via chat, email, and online requests. Candidates with a college degree or at least five years supporting customers through digital channels are preferred.

Responsibilities

1. Interact daily with customers in a friendly, courteous, and professional manner.
2. Communicate effectively with urgency through email, eCommerce, and chat channels.
3. Multi-task by managing up to 3 chats simultaneously while maintaining high customer service standards.
4. Practice active listening, build customer confidence, and enhance satisfaction.
5. Handle complex issues independently and make confident decisions.
6. Research and navigate resources to resolve customer complaints efficiently.
7. Stay informed about products through training and online resources.
8. Support inventory management by reviewing regional backorder patterns.
9. Process orders, forms, applications, and recommend accessories.
10. Document interactions accurately using CRM/Salesforce.
11. Coordinate with colleagues to ensure customer satisfaction.
12. Assist in training new hires on products, systems, and procedures.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industry: Wholesale Building Materials