Consumer Services, Tstat Representative

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.

We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and 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.

Following training, you'll work on a hybrid schedule consisting of 3 days in-office and 2 days remote per week.

Key Responsibilities

• Provide exceptional customer support to homeowners.
• Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
• Provide customer support related to Wi-Fi thermostats and other related remote access devices.
• Assist customers with troubleshooting Wi-Fi connectivity on website or phone applications.
• Assist customers with mobile app navigations, login/password issues, registering accounts, managing their devices, etc.
• Communicate customer facing issues to management and identify areas of opportunity.
• Collaborate with internal departments to resolve customer opportunities.
• Actively participate in departmental Carrier Excellence initiatives as well as agent certifications.

Required Qualifications

• High School Degree/GED.
• 2+ years of experience in a call center or troubleshooting.

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 per day while maintaining a positive/responsive attitude with the customer.
• Working knowledge of Salesforce 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.
• Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours.
• Spanish or French language skills are a plus.

Pay Range

The annual salary for this position is between $35,500.00 - $71,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.