Job Title: Contact Center Agent
Department: Customer Service – Distribution Services

Build a career with confidence
Carrier Integral Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

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:
As a Contact Center Agent , you’ll be responsible for:
• 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 visible in self‑service tools.
• Responding to inquiries regarding part availability and lead times via online cases and chat, with future opportunity to support phone inquiries.
• Coordinating with supply chain and inventory teams to confirm stock levels and expedite shipments when necessary.
• Providing shipping details, tracking information, and resolving delivery issues.
• Participating in Quality Assessment reviews and coaching sessions to continuously improve service.
• Maintaining accurate customer records and communications in CRM and ERP systems.
• Suppor

📌 Contact Center Agent (Monterrey)
🏢 Carrier
📍 Monterrey