Job Information
Carrier Business Systems Associate in East Syracuse, New York
Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About this role
In this position, you will be responsible for supporting our internal Salesforce CRM, as well as managing our ONE community customer-facing tool. You will work closely with Customer Care Center (CCC) management and agents to fully understand their business needs, processes, and requirements for improvement. You will be the liaison between CCC and IT developers ensuring business requirements are met. You will also help support our CCC by maintaining systems and providing first level support for CCC users including new user set-up, process improvement, and data maintenance.
Key Responsibilities –
Support our Salesforce and ONE Community CRM
Assist with stakeholders to understand business requirements, pain points and goals
Gather requirements and create/manage User Stories
Participate in and support related Salesforce projects including User Acceptance Testing
Document all changes in the Salesforce environment
Subject Matter Expert to develop training materials for our customers
Prepare and deliver customer-facing training for the customer ONE community
Train Community Users on Salesforce processes, features and new functionality
Monitor Salesforce user adoption
Coordinate support tickets for higher level ticketing system
Required Qualifications –
High School Diploma or GED
3+ years of customer service
2+ years of Salesforce experience
Preferred Qualifications –
Other qualifications you may have that would be beneficial in this role include:
Associates Degree or higher preferred
Experience in training end-users
Excellent customer service skills
Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Creative problem solving skills
Experience working in a high-volume Call Center preferred
Experience with AGILE/SCRUM methodology and processes
Experience with telephony tools
Ability to adhere to assigned work schedules. Occasional evening or weekend work for patches or upgrades may be required.
Strong written and oral communication skills and the ability to follow standard processes
Proficient in Microsoft Word, Excel, PowerPoint
Strong analytical skills, accuracy, and attention to detail
#LI-Hybrid
RSRCAR
Pay Range:
$61,213 - $107,122 Annually
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.
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