Contact Center Agent Job Title: Contact Center AgentDepartment: Customer Service – Distribution Services About The Role As a Contact Center Agent, you will play a crucial role in supporting our distributors by ensuring they receive accurate, timely, and high‑quality assistance with HVAC replacement parts. Your work directly impacts customer satisfaction, operational efficiency, and distributor success. You will troubleshoot issues, manage orders, and collaborate across internal teams to ensure seamless service delivery. Key Responsibilities Serve as the primary point of contact for distributors, building strong relationships and ensuring satisfaction. Handle escalations and resolve complex issues by collaborating with internal teams (Sales, Technical Support, Supply Chain). Modify distributor orders accurately and efficiently in SAP or CRM systems. Assist customers with background information on orders and delays not visible in self‑service tools. Respond to inquiries regarding part availability and lead times via online cases and chat, with future opportunity to support phone inquiries. Coordinate with supply chain and inventory teams to confirm stock levels and expedite shipments when necessary. Provide shipping details, tracking information, and resolve delivery issues. Participate in Quality Assessment reviews and coaching sessions to continuously improve service. Maintain accurate customer records and communications in CRM and ERP systems. Support reporting and analysis to identify service gaps and improvement opportunities. Minimum Requirements High school diploma or equivalent; associate degree preferred. 1–3 years of customer service experience, preferably supporting distributors. Working knowledge of SAP or similar ERP systems for order entry, pricing, inventory checks, and account research. Proven ability to work in fast‑paced, high‑volume environments and lead through change. Bilingual fluency in English and Spanish, both written and verbal. Nice to have Knowledge of HVAC products and aftermarket parts. Experience with order management and inventory systems. Ability to manage multiple priorities in a fast‑paced environment. Benefits Health insurance coverage. Professional development opportunities. Equal Opportunity Employer 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, veteran status, age, or any other federally protected class. Job Applicant's Privacy Notice Please refer to Carrier’s Job Applicant’s Privacy Notice for information on how we protect your personal data. #J-18808-Ljbffr