In keeping with its mission to be customers’ first choice for heating and air conditioning solutions, Carrier is proud to announce the grand opening of its Service Center of Excellence in Charlotte, N.C. Opening during National Customer Service Week, the center houses a variety of services for commercial customers of its North American field service offices. Carrier, the world’s leader in high technology heating, air-conditioning and refrigeration solutions, is a part of UTC Climate, Controls & Security, a unit of United Technologies Corp. (NYSE: UTX).
“Customer service is central to what we do each and every day and we believe our new Service Center of Excellence will further enhance our ability to offer world-class customer service,” said Bruce Burdon, vice president and general manager, North American field operations, Carrier. “This new facility brings all of the critical customer service components – customer care, parts procurement, employee training and more – under one roof for a straightforward approach that keeps the customer top of mind.”
Central to the new facility is its customer service center, which provides 24/7/365 support to commercial customers throughout North America. In addition to taking calls through 1-800-379-6484, the center’s around-the-clock customer service team provides added support for the company’s 80-plus field offices to ensure all customers receive timely assistance. The center is projected to handle 125,000 calls and dispatch service technicians to manage more than 10,000 urgent requests by the end of the year.
Additional commercial customer support is provided by the facility’s national processing center through expedited parts procurement, centralized billing and the streamlining of many business processes, including financial interactions. Customers also benefit from the complex’s onsite training center, which offers ongoing employee training, not just for the regional sales and support teams who office at the center, but for field office employees across North America. As part of the center, commercial service technicians can utilize interactive simulators for the latest hands-on training for a variety of commercial equipment.
Finally, the center also includes a customer experience center, designed to offer visitors an interactive overview of the company’s history and commitment to the environment, sustainable solutions and innovative offerings. Visitors can begin with the Carrier Heritage Wall to view the chronological history of Dr. Willis Carrier’s invention of modern air conditioning. From there, they can move to an interactive touchscreen exhibit to learn more about the company’s products and services through video and graphical components. Guided and self-guided tours of the customer experience center are now available through appointments with the company’s local service offices.
“We’re proud of the unique experience offered by the Service Center of Excellence and cannot wait to see how it’s embraced by our valued customers,” added Burdon.
Carrier is the world’s leader in high technology heating, air-conditioning and refrigeration solutions. Carrier experts provide sustainable solutions, integrating energy efficient products, building controls, and energy services for residential, commercial, retail, transport and food service customers. Founded by the inventor of modern air conditioning, Carrier improves the world around us through engineered innovation and environmental stewardship. Carrier is part of UTC Climate, Controls & Security, a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide. Visit www.carrier.com for more information.