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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 managing customer interactions and troubleshooting Wi-Fi connectivity issues. Proficient in using call center tools and CRM systems while maintaining a strong focus on customer satisfaction and effective communication.
Highest-signal resume keywords
Customer SupportTroubleshootingSalesforce ExperienceCall Center ToolsHVAC 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
Wi-Fi Connectivity TroubleshootingCRM ProficiencyMS Office ProficiencyTechnical Drawing InterpretationAccount Registration Assistance
Soft Skills
Excellent Customer Service SkillsStrong Written Communication SkillsStrong Oral Communication SkillsCreative Problem-Solving SkillsOrganizational Skills
Tools & Technologies
SalesforceCall Center ToolsMobile Applications
Industry Keywords
HVAC ProductsResidential HVACCommercial HVACCarrier Excellence Initiatives
About the role
Key responsibilities & impact- Provide exceptional customer support to homeowners
- Manage inbound and outbound customer interactions via phone, email, and written correspondence
- Support customers with Wi-Fi thermostats and related remote access devices
- Troubleshoot Wi-Fi connectivity on websites or phone applications
- Assist with mobile app navigation, login/password issues, account registration, and device management
- Communicate customer-facing issues to management and identify improvement opportunities
- Collaborate with internal departments to resolve customer issues
- Participate in departmental Carrier Excellence initiatives and 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 and phone tools
- Salesforce experience preferred
- Ability to handle 75–90 phone calls per day while maintaining a positive/responsive customer attitude
- Background in residential and commercial HVAC applications, products, and systems desired
- Ability to read basic technical drawings desired
- Excellent customer service skills
- Strong written and oral communication skills
- Proficiency in MS Office, specifically Word and Excel
- Strong analytical skills, accuracy, and attention to detail
- Strong organizational skills and ability to handle multiple tasks simultaneously
- Creative problem-solving skills
- Ability to self-start, multitask, and prioritize work
- Adaptability and flexibility to seasonality and changing business demands
- Ability to work scheduled evening and weekend hours
- Spanish or French language skills are a plus
Benefits
Comp & perks- Short-term cash incentives, subject to plan requirements
- Medical, dental, and vision health care benefits
- 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
- Hybrid schedule: 3 days in-office and 2 days remote per week