Call Center Representative - Russell Tobin : Job Details

Position Title: Call Center Representative

Location: 1201 Kinne Street Gate 6/TR-5 Receiving, East Syracuse, NY 13057

Duration:24 months Contract

Pay rate: $17/hr. on w2.

Description:

Manage large amounts of incoming calls Generate sales leads Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers

Job Specific Requirements

Who we are and what we do:

We are the number for 1800-Carrier. We serve all of North America, including Canada. Our customer base are end users of our equipment. We are considered the factory and are the manufactures of heating a cooling equipment. We then sell the equipment to a distributor who sells to a dealer or contractor. The dealer or contractor installs it in the customer s home. Instead of the homeowner reaching out directly to the dealer they will call Carrier for assistance. We will also get dealers looking for their distributor so they can obtain parts or technical support.

What we help them with:

Dealer referrals getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealer

Our number one goal is to get the homeowner connected with the dealer

Provide customers with warranty information

Product comparison

Dealer referrals to distributors

Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

Customer complaints are triaged by Tier 1 and transferred to the Tier 2 representatives

Agents are also responsible for triage of remote access or wifi capable products such as thermostats. Identify

Requirements:

Microsoft Office proficient

Type 35-45 words per minute

Excellent verbal and written communication skills

Shift

Standard Work Day

Education

HS Diploma/GED