Customer Care Associate / Un(e) associé(e) au service a la clientèle

About this role

Carrier Commercial Services is hiring a Customer Care Associate who strives for 100% customer retention. Interact with customers in face-to-face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and ensures a very high degree of customer satisfaction. The Customer Care Associate is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. Promotes the use of additional services and products and provides sales leads. This role is a great fit for someone who excels at building relationships, who has outstanding customer service and is passionate about working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers. The Customer Care Associate will be working hybrid (2 days in office and 3 days at home per week) in the Mississauga office for Carrier Commercial Services.

À propos du poste

Carrier Commercial Services recrute un(e) associé(e) au service a la clientèle dont l'objectif principal est d'assurer une fidélisation de la clientèle à 100 %. Dans le cadre de vos fonctions, vous rencontrerez les clients en personne afin de garantir l'alignement entre leurs besoins et les prestations prévues aux contrats de service, tout en établissant des relations de confiance durables avec vos comptes assignés. En tant que point de contact unique pour toutes les problématiques clients, vous coordonnerez les efforts entre les ventes et les opérations pour résoudre les incidents, tout en évaluant les processus internes pour améliorer la satisfaction globale. Vous contribuerez également à la croissance de l'entreprise en faisant la promotion de services additionnels et en générant des opportunités de vente. Ce poste est idéal pour une personne sachant etablir des relations, dotée d'un sens du service client exceptionnel et passionnée par le travail d'équipe interfonctionnel. Le (la) candidat(e) idéal saura évaluer et anticiper les besoins immédiats et futurs des clients. Ce rôle est hybride (2 jours au bureau et 3 jours en télétravail par semaine) au sein de notre bureau de Mississauga.

Key Responsibilities

• Maintain and develop relationships with contract customers (face-to-face and virtual)
• Support Commercial Service Agreement escalations
• Partner with Service Contract Specialist /Operations teams to build out Service Agreement customer strategies
• Attend to customer needs and requests, serve as liaison between Sales and Operations teams
• Ensure Service Agreements are renewed on time with current customer purchase order
• Track action items to completion, ensuring customer satisfaction
• Work with the Sales/Operations leadership to renew the service agreements at profitable margins
• Seek out potential sales opportunities i.e. Customer's budgeted upgrades/expansions and forward opportunities to Sales Leader for assignment
• Reach out existing chiller customer base to seek out end user information or Digital service agreements

Basic Qualifications

• High School Diploma or GED
• Bilingual English and French
• 2+ years' experience within the HVAC or Services industry

Preferred Qualifications

• Bachelor’s degree
• HVAC experience in customer support
• Ability to work in a highly team-oriented and dynamic environment
• Presentation skills in French and English
• Effectively develop expectations and relationships with internal and external customers
• Self-motivated and able to manage many simultaneous actions and requests
• Comfortable operating in a technical environment utilizing Microsoft based computer software and CRM (Salesforce)  
• Goal-orientated with strong time management and organizational skills

Additional information

• Must have unrestricted authorization to work in Canada.
• No visa sponsoring available