Customer Service Associate

Role Overview

Specific Responsibilities

• Provide exceptional customer support to homeowners and handle escalated consumer cases.
• Manage inbound phone, email, and written customer interactions.
• Communicate with distribution and service managers to build relationships and ensure positive customer experiences.
• Escalate customer-facing issues to management and identify improvement opportunities.
• Collaborate with internal departments to resolve customer issues.
• Participate in Carrier Excellence initiatives and team certifications.
• Decide whether to provide minor financial assistance to customers.

Required Qualifications

• A high school diploma or GED is required.
• At least three years of customer service experience in a call center or similar high-volume setting is required.
• At least three years of experience using CRM and phone systems, including a leading CRM platform, is required.

Preferred Qualifications

• An associate’s degree is preferred.
• The ability to handle 75–90 calls per day while maintaining a positive and responsive attitude is preferred.
• Working knowledge of Salesforce is desired.
• Residential or commercial HVAC experience and the ability to read basic technical drawings are desired.
• Spanish or French language skills are a plus.
• Strong communication, analytical, accuracy, organizational, multitasking, and problem-solving skills are expected.
• Adaptability to seasonality and changing business demands is critical.

Schedule

• Scheduled shifts include evening and weekend hours.

Pay Range

• The annual salary range is $35,500 to $71,500.
• Short-term cash incentives may be available subject to plan requirements.

Benefits

• Benefits may include medical, dental, vision, wellness incentives, retirement benefits, paid time off, leave programs, disability coverage, life insurance, tax-advantaged accounts, and tuition assistance.

Workplace

• The position is based at Carrier’s Customer Care Center in East Syracuse, New York.