Contact Center Agent

Job Title: Contact Center Agent

Department: Customer Service – Distribution Services

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

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

As a Contact Center Agent , you’ll be responsible for:

• 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

We are looking for people who are customer‑focused, detail‑oriented, proactive, and skilled at problem‑solving in fast‑paced environments. If this is you, get in touch.

As a Minimum You Must Have

• 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.

Although not necessary, it would be nice if you have:

• 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

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance.
• Drive forward your career through professional development opportunities.

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best‑in‑class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

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.

Job Applicant's Privacy Notice

Click on this link (opens in new window) to read the Job Applicant's Privacy Notice