Customer Success Advocate

We need to output HTML fragment with sections: About the role? Actually we need to use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes: About Us (company description) but not necessarily "About the role". The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. So we need to decide which sections to include based on content. We have content: About Us (company description) - could map to "About the role"? Not exactly. But we could include an "About the role" section summarizing the role description (the summary). The posting includes "Summary Reporting to the Customer Success Supervisor...". That's role summary. Could be placed under "About the role". Also "Essential Role, Activities and Responsibilities:" list. That's responsibilities. Then "Requirements" section. Then "Qualifications" section. Then "Benefits" list. No explicit Pay or Schedule mentioned. So we should not include Pay or Schedule sections. Skills maybe not explicit separate; but we could include Skills if there is content. The qualifications includes skills like communication, multitasking, etc. But we already have Qualifications. Could also have Skills section but might duplicate. Better to follow headings that have real content: About the role, Responsibilities, Requirements, Qualifications, Benefits. We must not include filler like "commensurate with experience". Not present. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them into appropriate sections. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip out the Equal Opportunity Statement at end, also the "Invitation To Apply" and "Full-time and part-time positions are available..." maybe considered application instructions; we should drop that. Also "Company Website: www.carrierenterprise.com" maybe minor metadata; we can fold into short p or drop. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. So we can drop the website line or include as a short p. We need to preserve all substantive information: company description, role summary, responsibilities list, requirements, qualifications, benefits list. Let's extract: About Us (company description): - Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. - At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. - CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. - Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it. - Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. - Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. - Our customers and our employees make the difference. - We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. - We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. - Those experiences only strengthen our teams and our business. - From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. - See where your drive will take you! Find out more about CE at www.carrierenterprise.com. But we might drop the "See where your drive will take you! Find out more about CE at www.carrierenterprise.com." as it's promotional but still substantive? It's part of About Us. Could keep. Then there is a repeated paragraph: "Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors." etc. That's similar to About Us but more specific. We need to preserve all substantive information, not duplicate. We should avoid duplicated lines. So we need to merge similar content, not repeat. We have two paragraphs about CE description; we can combine into one cohesive description without duplication. Let's extract unique points: - CE is a subsidiary of Watsco, Inc., largest independent HVAC/R distribution company. - Distributes industry leading brands: Carrier, Bryant, Payne, GREE, etc., plus full-line aftermarket parts, supplies, accessories. - Approximately 200+ locations in 28 states, Puerto Rico, Caribbean, Latin America, Mexico, Canada; over 2,000+ employees. - Vast footprint, inventory, e-Commerce platform provides best-in-class service. - Dedicated to providing Comfort Excellence to HVAC/R industry. - Vision: become world-class distribution company, differentiate via relentless pursuit of service excellence. - Customers and employees make the difference. - Opportunities at stores, distribution centers, field offices, business units, HQ. - Embrace diverse experiences, backgrounds, knowledge, ideas; strengthen teams and business. - From retail locations to e-Commerce and mobile platforms, team has tools to help you grow your career. - See where your drive will take you! Find out more about CE at www.carrierenterprise.com. - Also: national distributor of residential and light commercial HVAC products, parts, supplies through licensed HVAC/R dealers and contractors. - Operates primarily B2B where products sold through licensed HVAC dealers and contractors. - These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses. - Offers customers wide range of HVAC/R product lines, competitive pricing, best-in-class customer service, valuable timesaving services positioning CE as industry leader. - Over 200+ locations in 28 states, Puerto Rico, Caribbean, Latin America, Mexico, Canada -> location to service customers' HVAC/R needs. We can combine. Now role summary: "Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All of our Customer Success Advocates are trained to understand the full menu of our service offerings, in order to provide our customers with exceptional service. We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels." That's summary. Responsibilities list (Essential Role, Activities and Responsibilities:): - Daily interaction with our customers in a friendly, courteous, efficient and professional manner. - Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat. - Ability to multi-task while providing a high level of customer service. - Chat Agents take up to 3 chats at a time simultaneously. - Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction. - Must be able to sort through complex issues independently and make difficult decisions with confidence. - Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines. - Ability to research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork. - Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites. - Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners. - Ability to process orders, forms, applications and recommend product accessories. - Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement. - Communicating and coordinating with colleagues as necessary to ensure customer satisfaction. - Facilitate product, system and procedural training to new hire employees. Requirements: - A college degree preferred or a minimum of five years of experience supporting customers within the various digital and online channels. - Must be well organized, detail oriented and have good computer/data entry; should be proficient in the use of digital applications such as CRM/Salesforce. - Must possess desire to succeed and learn for future growth and development opportunities. - Bilingual : English/French Canadian language Qualifications: - Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferred but not required. - Must have a strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support. - Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness. - Must be well organized, detail oriented and have ability to multi-task as you will be required to switch between multiple systems. - Must be a team player, articulate and possesses excellent verbal and written communication skills. - Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs. - Additional fluency in another language other than English is preferred but not required. Benefits list: - Health Insurance - Health Savings Account - Dental Insurance - Vision Insurance - Life Insurance - Disability Insurance (Short-term and Long-term) - Employee Assistance Program (EAP) - Tuition Reimbursement & Professional Development - Paid Vacation & Sick time - Company Paid Holiday's - 401(k) Plan with Employer Match - Employee Discount Program We should not include Pay or Schedule sections. Now we need to output HTML fragment with

headings and

• for lists,

  for prose. We need to decide which content goes into which section. Section "About the role": could contain the role summary (the paragraph about reporting to supervisor, sales/service attitude, etc.) plus maybe the company description? Actually "About the role" likely refers to role description, not company. But we also have company description; maybe we could put that under "About the role" or maybe we could create a separate section like "About the company"? Not in allowed headings list. The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says use those for those sections. It doesn't say we cannot add other headings, but we should follow the pattern. Probably we should include "About the role" for the role summary, and maybe include company description as a short

  before sections? The instruction: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it." So we can include a short

  for company overview before sections. That seems acceptable. Thus output:

  Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the largest independent HVAC/R distribution company... (combined description)

  Then

  About the role

  Reporting to the Customer Success Supervisor...

  Then

  Responsibilities

  • ...
  Then

  Requirements

  • ...
  Then

  Qualifications

  • ...
  Then

  Benefits

  • ...
  We must not include Skills, Pay, Schedule. We need to ensure we preserve all substantive information. Let's verify we didn't miss any details. From About Us we included