Contact Center Agent

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

• 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 o...