Senior Customer Service Associate

Carrier

Senior Customer Service Associate resolving high-profile executive customer complaints for Carrier. Collaborating with management and providing superior follow-up for issue resolution in a fast-paced environment.

Posted 5/5/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $64,500 - $129,500 per yearWebsite

About the role

Key responsibilities & impact

Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints
Collaborate with management, distribution, and our legal department to resolve high profile customer complaints
Provide superior follow up with end users and the management team
Provide working solutions to end users including financial assistance
Work to resolve time sensitive cases escalated by the Better Business Bureau
Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents
Utilize your experience to suggest process improvements for our customers
Work with sensitive and confidential information
Monitor and manage open case load independently

Requirements

What you’ll need

High School Diploma or GED
Minimum of 5 years of customer service experience in a call center or other high-volume environment
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
Proficient in MS Office
Experience with SAP is a plus
Strong analytical skills, paying close attention to accuracy and attention to detail
Strong sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Creative problem-solving skills
Self-starter and well organized, able to multi-task
Ability to prioritize workload and provide a quick turnaround for urgent cases.
Adaptability and flexibility to seasonality and changing business demands is critical.

Benefits

Comp & perks

Health Care Benefits : Medical, Dental, Vision; Wellness incentives
Retirement Benefits
Time off and Leave : Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
Disability : Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
Tuition Assistance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicecall center experienceCRMSalesforceMS OfficeSAPanalytical skillsproblem-solvingcase managementprocess improvement

Soft Skills

communicationorganizational skillsattention to detailsense of urgencymulti-taskingself-starteradaptabilityflexibilitymentoringcollaboration

Certifications

High School DiplomaGED