Job Description
Job Title: Contact Center Agent
Department: 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
- Serving as the primary point of contact for distributors, building strong relationships and ensuring satisfaction.
- Handling escalations and resolving complex issues by collaborating with internal teams (Sales, Technical Support, Supply Chain).
- Modifying distributor orders accurately and efficiently in SAP or CRM systems.
- Assisting customers with background information on orders and delays not ...