Engineered Systems Magazine

Carrier opens commercial service center in NC

October 9, 2013

Carrier has officially opened the doors of its Service Center of Excellence in Charlotte, NC. The center houses a variety of services for commercial customers of its North American field service offices.

“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 of North American field operations for 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 by contacting (800) 379-6484. In addition to taking calls, 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 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.

The center also houses an onsite training center, which offers ongoing employee training, not just for the regional sales and support teams, 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 and sustainable solutions.

“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.