Contact Center Agent

Job Title: Contact Center Agent

Department: Customer Service – Distribution Services

About the Role

As a Contact Center Agent, you will play a crucial role in supporting our distributors by ensuring they receive accurate, timely, and high‑quality assistance with HVAC replacement parts. Your work directly impacts customer satisfaction, operational efficiency, and distributor success. You will troubleshoot issues, manage orders, and collaborate across internal teams to ensure seamless service delivery.

Key Responsibilities

• Serving as the primary point of contact for distributors, building strong relationships and ensuring satisfaction.
• Handling escalations and resolving complex issues by collaborating with internal teams (Sales, Technical Support, Supply Chain).
• Modifying distributor orders accurately and efficiently in SAP or CRM systems.
• Assisting customers with background information on orders and delays not visible in self‑service tools.
• Responding to inquiries regarding part availability and lead times via online cases and chat, with future opportunity to support phone inquiries.
• Coordinating with supply chain and inventory teams to confirm stock levels and expedite shipments when necessary.
• Providing shipping details, tracking information, and resolving delivery issues.
• Participating in Quality Assessment reviews and coaching sessions to continuously improve service.
• Maintaining accurate customer records and communications in CRM and ERP systems.
• Supporting reporting and analysis to identify service gaps and improvement opportunities.

Requirements – Minimum

• High school diploma or equivalent; associate degree preferred.
• 1–3 years of customer service experience, preferably supporting distributors.
• Working knowledge of SAP or similar ERP systems for order entry, pricing, inventory checks, and account research.
• Proven ability to work in fast‑paced, high‑volume environments and lead through change.
• Bilingual fluency in English and Spanish, both written and verbal.

Nice-to-Have Requirements

• Knowledge of HVAC products and aftermarket parts.
• Experience with order management and inventory systems.
• Ability to manage multiple priorities in a fast‑paced environment.

Benefits

• Competitive benefits programs for all employees, including health insurance.
• Professional development opportunities.

Carrier is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.