Customer Success Advocate

Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the largest independent HVAC/R distribution company in the world. CE distributes industry-leading brands such as Carrier, Bryant, Payne, GREE, and other HVAC and refrigeration equipment, along with a full line of aftermarket parts, supplies, and accessories. With approximately 200+ locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, and over 2,000 employees, CE provides best-in-class service through its vast footprint, inventory, and e-commerce platform. Our vision is to become a world-class distribution company, achieving differentiation through the relentless pursuit of service excellence.

About the role

Reporting to the Customer Success Supervisor, this position provides support for customers utilizing our digital platforms and resources. The role involves interacting with a high volume of customers via chat, email, and online requests, requiring a sales- and service-minded attitude. Customer Success Advocates are trained to understand the full menu of service offerings to deliver exceptional customer service.

Responsibilities

• Daily interaction with customers in a friendly, courteous, efficient, and professional manner.
• Communicate effectively with a sense of urgency through digital and online channels, including email, e-commerce, and chat (handling up to 3 chats simultaneously).
• Demonstrate active listening skills, build customer confidence, and enhance customer satisfaction.
• Sort through complex issues independently, make timely decisions, and exercise sound judgment based on facts while meeting deadlines.
• Research, navigate, and identify resources to resolve customer issues or complaints through independent or collaborative teamwork.
• Maintain knowledge of new and existing products by participating in training, reviewing online catalogs, and accessing websites.
• Participate in inventory planning/tracking initiatives by reviewing and communicating regional backorder patterns to planners.
• Process orders, forms, and applications, and recommend product accessories.
• Document customer interactions, transactions, comments, and complaints in CRM/Salesforce during engagements.
• Coordinate with colleagues to ensure customer satisfaction.
• Facilitate product, system, and procedural training for new hires.

Requirements

• A college degree is preferred, or a minimum of five years of experience supporting customers in digital and online channels.
• Must be well-organized, detail-oriented, and proficient in digital applications such as CRM/Salesforce.
• Strong desire to succeed, learn, and grow professionally.
• Experience working with general contractors in a B2B environment is preferred but not required.
• Strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support.
• Experience in a high-volume, fast-paced customer service and sales environment with tech-savviness.
• Ability to multi-task, switching between multiple systems efficiently.
• Team player with excellent verbal and written communication skills.
• Ability to thrive in a remote or office environment with schedule flexibility to accommodate evolving business needs.
• Additional fluency in a language other than English is preferred but not required.

Benefits

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-term and Long-term Disability Insurance
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick Time
• Company Paid Holidays
• 401(k) Plan with Employer Match
• Employee Discount Program