Senior Customer Service Technician

Job Summary

The Claims Team is responsible for the accurate, timely, and consistent resolution of customer, distributor, and internal claims. This role supports end-to-end claims processing, including Pricing Claims, FAST Claims, ICP Zone Reconciliations, and Distributor to Distributor (D2D) transactions, while serving as a process owner for assigned claim types or workflows.

Team members collaborate closely with Customer Service, DC locations, Sales Teams, Distribution, and external partners to ensure accuracy, compliance, and continuous process improvement. This position requires strong analytical skills, attention to detail, and the ability to balance daily transactional work with process ownership and cross-functional support.

Key Responsibilities

• Review claim documentation for accuracy, completeness, and compliance with established policies and timeframes.
• Support claim review and completeness focusing on the department’s goals for claim closure timing.
• Communicate claim decisions clearly to internal stakeholders, CSRs, and external customers or distributors.
• Partner with Customer Service teams to resolve escalated or complex claim scenarios.
• Support ongoing efforts for improvements and transparency in the claims process.
• Ensure claims and follow-ups are processed accurately and aligned with defined business rules.
• Be available to positively support projects and initiatives across multiple departments.

Process Ownership & Continuous Improvement

• Serve as Process Owner for assigned claim types, queues, or workflows.
• Document and maintain standard work, job aids, and process flows for claims activities.
• Identify process gaps, inefficiencies, or recurring issues and recommend improvements.
• Participate in or lead process improvement initiatives, including system enhancements and digital solutions.

Required Qualifications

• A high school diploma or GED.
• Minimum of 2 years’ experience in customer service operations.
• At least 2 years of hands-on experience with Salesforce, SAP, or comparable CRM systems.

Preferred Qualifications

• Experience acting as a process owner or supporting process improvement initiatives.
• Strong analytical and problem-solving skills.
• Proficiency in Excel and claims/billing systems.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.

Pay Range

The annual salary for this position is between $43,500.00 - $87,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

• This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• 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

Work with us | Carrier Corporate

To learn more about our benefits offering, please click here.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3 days from Job Posting Date: 6 July 2026.

Job Applicant's Privacy Notice

Please click on the link to review the Job Applicant Privacy Notice.