Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

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

In this position, you will be responsible for supporting our internal Salesforce CRM, as well as managing our ONE community customer-facing tool. You will work closely with Customer Care Center (CCC) management and agents to fully understand their business needs, processes, and requirements for improvement. You will be the liaison between CCC and IT developers ensuring business requirements are met. You will also help support our CCC by maintaining systems and providing first level support for CCC users including new user set-up, process improvement, and data maintenance.

Key Responsibilities –

• Support our Salesforce and ONE Community CRM

• Assist with stakeholders to understand business requirements, pain points and goals

• Gather requirements and create/manage User Stories

• Participate in and support related Salesforce projects including User Acceptance Testing

• Document all changes in the Salesforce environment

• Subject Matter Expert to develop training materials for our customers

• Prepare and deliver customer-facing training for the customer ONE community

• Train Community Users on Salesforce processes, features and new functionality

• Monitor Salesforce user adoption

• Coordinate support tickets for higher level ticketing system

Required Qualifications –

• High School Diploma or GED

• 3+ years of customer service

• 2+ years of Salesforce experience

Preferred Qualifications –

Other qualifications you may have that would be beneficial in this role include:

• Associates Degree or higher preferred

• Experience in training end-users

• Excellent customer service skills

• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem solving skills

• Experience working in a high-volume Call Center preferred

• Experience with AGILE/SCRUM methodology and processes

• Experience with telephony tools

• Ability to adhere to assigned work schedules. Occasional evening or weekend work for patches or upgrades may be required.

• Strong written and oral communication skills and the ability to follow standard processes

• Proficient in Microsoft Word, Excel, PowerPoint

• Strong analytical skills, accuracy, and attention to detail

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RSRCAR

Pay Range:

$61,213 - $107,122 Annually

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.

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