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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer support capabilities, particularly in troubleshooting Wi-Fi connectivity and managing customer interactions across various communication channels. Proficient in CRM tools and possesses a strong background in HVAC applications and systems.
Highest-signal resume keywords
Customer SupportTroubleshootingCRM SoftwareSalesforceHVAC Applications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTroubleshootingCRM SoftwareSalesforceMS OfficeTechnical DrawingsWi-Fi ConnectivityMobile App NavigationAccount ManagementCall Center Experience
Soft Skills
Excellent Customer ServiceStrong Communication SkillsAnalytical SkillsOrganizational SkillsCreative Problem Solving
Industry Keywords
Residential HVACCommercial HVACCarrier ExcellenceCall Center ToolsCustomer Interaction
About the role
Key responsibilities & impact- Provide exceptional customer support to homeowners
- Manage all customer interactions via inbound/outbound phone, email, and written correspondence
- Provide customer support related to Wi-Fi thermostats and other related remote access devices
- Assist customers with troubleshooting Wi-Fi connectivity on website or phone applications
- Assist customers with mobile app navigations, login/password issues, registering accounts, managing their devices, etc.
- Communicate customer facing issues to management and identify areas of opportunity
- Collaborate with internal departments to resolve customer opportunities
- Actively participate in departmental Carrier Excellence initiatives as well as agent certifications
Requirements
What you’ll need- High School Degree/GED
- 2+ years of experience in a call center or troubleshooting
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools
- Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer
- Working knowledge of Salesforce is desired
- A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
- Excellent customer service skills
- Strong written and oral communication skills
- Proficient in MS Office (specifically Word and Excel)
- Strong analytical skills, accuracy and attention to detail
- Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
- Creative problem solving skills
- Self-starter and well organized, able to multi-task and prioritize work
- Adaptability and flexibility to seasonality and changing business demands is critical
- Scheduled shift assignments will include evening and weekend hours
- Spanish or French language skills are a plus
Benefits
Comp & perks- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- 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
- Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition Assistance
- Short-term cash incentives, subject to plan requirements