Country:
United States of America Location:
CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 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.

Main responsibilities of the Senior Customer Service Claims Technician includes receiving and reviewing claims for Distributor Accounts-Equipment and/or Parts as appropriate. Investigating validity, analyzing documentation, documenting activities, communicating decisions, collaborating with other departments, and ensuring compliance with business policies. Additionally displaying a strong Customer Service initiative, providing opportunities for digital improvements, and cost-saving processes.

Role Responsibilities

• Manage all aspects of claims management in accordance with the company’s shipping policy and daily report monitoring.
  
• Reviewing data for correctness with strong attention to detail.
  
• Be able to think analytically and communicate effectively with both internal team members and customers.
  
• Assist in Change Management efforts with Distributors and promotion of self-service tools.
  
• Assist distributors with claims questions and issues as needed.
  
• Managing customer experience utilizing Salesforce case studies to provide Voice of Customer feedback and service data.
  
• Keeping all distributor training material and standard work processes current.
  
• Testing and assistance with new processes and programs.
  
• Dispute resolution – working with CBS team to resolve customer claims.
  
• Be available to positively support projects and initiatives across multiple departments.
  

Required Qualifications

• High school diploma or GED.
  
• Minimum of 2 years of work experience in Customer Service.
  

Preferred Qualifications

• AA/AS degree.
  
• Highly organized, with strong attention to detail. Ability to analyze unlike information and draw conclusions/recommendations.
  
• Be able to review task list and prioritize based on business needs.
  
• Self-motivated to complete tasks in a timely manner with emphasis on accuracy.
  
• Superior follow-up and follow-through skills.
  
• Strong verbal and written communication skills.
  
• Ability to breakdown issues and troubleshoot customer questions/issues.
  
• Sense of urgency, self-initiative, commitment, and sense of ownership is a must.
  
• Able to multitask and quickly jump between system environments.
  
• SAP, Salesforce and HVACPartners ONE experience preferred.
  
• Proficiency in Microsoft Office (Excel, Word).
  

RSRCAR
#LI-Hybrid

Pay Range:
$41,500 - $72,625 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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