Replacement Components Customer Account Representative

Carrier; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Carrier is looking for a motivated Replacement Components Customer Account Representative in New York, NY. In this role, you will provide exceptional support to distributors via telephone and written communications, ensuring customer satisfaction in a fast-paced call center environment.

Your responsibilities include managing account interactions and collaborating with internal departments. A high school diploma and 2+ years of call center experience are required. Preferred qualifications include knowledge of CRM tools and strong communication skills. Join us to make a difference!

Qualifications

• 2+ years of experience in a call center or managing customer accounts.
• Strong written and oral communication skills.
• Ability to handle multiple tasks effectively.

Responsibilities

• Provide exceptional customer support to distributors.
• Manage all account interactions via phone and online.
• Collaborate with internal departments to resolve customer issues.

Skills

Customer service

Technical support

Communication skills

Analytical skills

Multitasking

CRM software

MS Office

Education

High school diploma/GED

Tools

Salesforce

SAP

Job description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world‑class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role:

We have an exciting opportunity for a Replacement Components Customer Account Representative in our Customer Care Center. You must be a motivated, process‑oriented individual in order to be a part of our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after‑market replacement components. Our Call Center is a high‑volume, fast paced and metric driven call‑center team atmosphere with high emphasis on customer satisfaction and first call resolution.

Key Responsibilities:

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e‑mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in Carrier Excellence Certification
• Ability to manage multiple reports and combine data from multiple sources
• Ability to work on a rotating on‑call schedule

Basic Qualifications:

• High school diploma/GED
• 2+ years with experience in a call center or managing customer accounts.

Preferred Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to handle between 75-90 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
• Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy and attention to detail
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Creative problem solving skills
• Self‑starter and well organized, able to multi‑task and prioritize work
• Must be professional, courteous and respectful towards customers and co‑workers
• Adaptability and flexibility to seasonality and changing business demands is critical.
• Normal 40 hr/wk working schedule is between 8:00 am and 6:00 pm, Monday through Friday.
• Minimal travel required (approximately 10%)
• Spanish language skills are a plus