[Hiring] Senior Customer Service Associate @Carrier

Role Description

If you thrive in a fast-paced environment and are looking for a growth opportunity in a customer service environment, then we have a great opportunity for you. We are seeking a motivated, highly organized individual to research and resolve Tier 3 executive customer escalations.

Key Responsibilities

• Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints
• Collaborate with management, distribution, and our legal department to resolve high profile customer complaints
• Provide superior follow up with end users and the management team
• Provide working solutions to end users including financial assistance
• Work to resolve time sensitive cases escalated by the Better Business Bureau
• Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents
• Utilize your experience to suggest process improvements for our customers
• Work with sensitive and confidential information
• Monitor and manage open case load independently

Qualifications

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices
• Proficient in MS Office
• Experience with SAP is a plus
• Strong analytical skills, paying close attention to accuracy and attention to detail
• Strong 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
• Ability to prioritize workload and provide a quick turnaround for urgent cases
• Adaptability and flexibility to seasonality and changing business demands is critical
• Minimal travel required (less than 10%)

Requirements

• High School Diploma or GED
• Minimum of 5 years of customer service experience in a call center or other high-volume environment

Preferred Qualifications

• Bachelor’s degree
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy and attention to detail
• Ability to communicate effectively
• 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

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave:
  • 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
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

Application Deadline

Applications will be accepted for at least 3 days from Job Posting Date: 4 May 2026.