Call Center Representative

Work Location:
1201 Kinne Street Gate 6/TR-5 Receiving
East Syracuse
NY
USA
13057-6300

WORK - Onsite
no weekends
no overtime required
1 yr contract with Extensions

$19/hr pay rate ($20 pay rate for bilingual in Spanish)
Schedule is Monday to Friday, 8am - 5pm

Manage large amounts of incoming calls Generate sales leads Identify and assess customers? needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers

We are the number for 1800-Carrier. We serve all of North America, including Canada. Our customer base is end users of our equipment. We are considered ‘the factory’ and are the manufactures of heating a cooling equipment. We then sell the equipment to a distributor who sells to a dealer or contractor. The dealer or contractor installs it in the customer’s home. Instead of the homeowner reaching out directly to the dealer they will call Carrier for assistance. We will also get dealers looking for their distributor so they can obtain parts or technical support.

What we help them with:
• Dealer referrals—getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealer
• Our number one goal is to get the homeowner connected with the dealer
• Provide customers with warranty information
• Product comparison
• Dealer referrals to distributors
• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
• Customer complaints are triaged by Tier 1 and transferred to the Tier 2 representatives
• Agents are also responsible for triage of remote access or Wi-Fi capable products such as thermostats. Identify

Requirements:
6+ months experience handling inbound calls in a call center environment
• Microsoft Office proficient
• Type 35-45 words per minute
• Excellent verbal and written communication skills

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.