Advisor I, Tech Customer Care - REQ 719

Mitsubishi Electric Trane HVAC US LLC is looking for a Advisor l, Tech. Customer Care in Suwanee, GA.

POSITION SUMMARY:

This position responds to multi-channel inbound inquiries via telephone, e-mail, live chat and social media regarding the organization’s products and/or services by following standard documented processes and procedures. Customer Care Advisors also participate in outbound calling campaigns associated with initiatives led by other internal departments.

The essential functions of the position include, but are not limited to the following:

• Receives inbound inquiries and/or complaints regarding the organization’s products and/or services.
• Responds to inquiries and/or complaints about products/or services, pricing, availability, delivery status, etc. with sufficient, educated and relevant information that satisfies the customer.
• Coordinates activities with other internal departments to meet customer needs and escalates calls to tier 2 support functions as needed.
• Refers consumer how-to-buy and service related inquiries to authorized dealers/contractors.
• Investigates and resolves a variety of technical and non-technical inquiries.
• Utilizes computerized systems to gather information, troubleshoot, track calls and check product availability and order status.
• Provides equipment operation assistance/advice.
• Duties and tasks are routine in nature and performed under direct supervision following standard procedures.
• Perform other duties as assigned

The non-essential functions of the position include, but are not limited to the following:

• Assists in training new employees.
• Cross-trains to substitute for other employees as needed.
• Other tasks and projects as determined by management.

Education/Experience/Training:

• Six or more months of customer service experience in a call center environment.
• Excellent English written and verbal communication skills. Spanish a plus.
• Ability to build and maintain good rapport/relationships with clients.
• Ability to train customers through consultative customer support.
• Strong work ethics.
• Must be Internet literate.
• Intermediate user of Microsoft Word, Excel and Outlook.

The base pay range for this position at commencement of employment is expected to be between $20.39 and $28.03/hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

ABOUT MITSUBISHI ELECTRIC TRANE HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent – 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions® and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane® / Mitsubishi Electric and American Standard® Heating & Air Conditioning Mitsubishi Electric. More information is available at www.metahvac.com . We offer an excellent compensation and benefits package including 401(K).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

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Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813.