About UsWe are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
JOB OBJECTIVE:
A Tier 1 agent's primary objective is to provide our customers with exceptional Customer Service and Tech Support through phone and email contacts. Tier 1 agents are also expected to be able to communicate with their customers effectively as well as meet if not exceed the required scores needed for their monthly Quality Assurance audits. They must also attend all the necessary trainings assigned to them.
MAIN DUTIES:
Handle level 1 Technical Calls
Assess existing systems and/or user needs to analyze proper course of action
Improves client references by writing and maintaining documentation.
Maintains a log of completed work using an incident-tracking application
ADDITIONAL FUNCTIONS:
Attends training, workshop, seminar, and focus group discussions of the team
Work within defined Copeland operational and employee goals by contributing to other projects, if needed.
QUALIFICATIONS: - Open to Entry Level Candidates but preferably with similar work experience in phone tech/customer service support
- Preferably with an engineering background (Mechanical or Electrical)
WORK CONDITIONS:- This role will have a fixed night shift schedule from 11pm to 8am
- Work schedule is from Tuesday to Saturday
- We have a hybrid work arrangement and we work on site for thrice a week
Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Inclusion & BelongingAt Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.
Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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