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Customer Engagement Advocate

Company: Watsco Inc.
Location: Raleigh
Posted on: January 16, 2022

Job Description:

Job Description The Customer Care Representative is a key member of the company's growth initiative to enhance CE's Customer Experience. Reporting to the Customer Care Manager, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All our Customer Care Representatives are trained to understand the full menu of our service offerings, to provide our customers with exceptional service.You will gain valuable skills as you engage with multiple departments to resolve customer related requests. You will be exposed to all faucets of the organization and this role is a catalyst for growth opportunities at Carrier Enterprise.Essential Role, Activities and Responsibilities: Daily interaction with our customers in a friendly, courteous, efficient, and professional manner. Communicates effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce, and chat. Own the complete Onboarding (ERP Magento) new customer set-up process, which includes training on system platforms and resources.Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction by troubleshooting and addressing digital technical questions related to E-Commerce. Capture and document all customer interactions using CRM/Salesforce during customer engagement. Individual must be able to sort through complex issues independently while exercising sound judgement with confidence.Research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork while meeting established deadlines.Maintain knowledge of new and existing products and resources by participating in physical or virtual trainings, reviewing online catalogs and websites. Initiate outbound calls with Qualified leads performing business assessment to determine true opportunities. Contact disengaged accounts to determine reason(s) for disengagement and work with Sales on re-engagement strategy. Performs follow-up activities with customers with a feedback rating of 2 or less.About Us Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!Find out more about CE at Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).Requirements College degree preferred or a minimum of five years of experience with outbound calling and supporting customers within the various digital and online channels.Experience working with general contractors in a B2B environment is preferred but not required.Qualifications: Must be well organized, detail oriented and have ability to multi-task as you will be required to switch between multiple systems.Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.Must possess proficiency in the use of digital applications such as CRM/Salesforce. Must have a strong work ethic, high energy, enthusiasm, and a desire to succeed and learn for future growth and development opportunities.Must be a team player, articulate and possesses excellent verbal and written communication skills. Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Keywords: Watsco Inc., Raleigh , Customer Engagement Advocate, Other , Raleigh, North Carolina

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