Advisor, Tech. Customer Care

at Mitsubishi Electric Power Products, Inc
Location Suwanee, Georgia
Date Posted November 25, 2022
Category Call Centre / CustomerService
Job Type Permanent


Mitsubishi Electric Trane HVAC US LLC is looking for a Advisor, Tech. Customer Care in Suwanee, GA. Hours for this position are: Monday - Friday 10:00AM - 7:00PM POSITION SUMMARY: This position responds to multi-channel inbound inquiries via telephone, e-mail, live chat and social media regarding the organizations products and/or services by following standard documented processes and procedures. Customer Care Advisors also participate in outbound calling campaigns associated with initiatives led by other internal departments. The essential functions of the position include, but are not limited to the following: Receives inbound inquiries and/or complaints regarding the organizations products and/or services. Responds to inquiries and/or complaints about products/or services, pricing, availability, delivery status, etc. with sufficient, educated and relevant information that satisfies the customer. Coordinates activities with other internal departments to meet customer needs and escalates calls to tier 2 support functions as needed. Refers consumer how-to-buy and service related inquiries to authorized dealers/contractors. Investigates and resolves a variety of technical and non-technical inquiries. Utilizes computerized systems to gather information, troubleshoot, track calls and check product availability and order status. Provides equipment operation assistance/advice. Duties and tasks are routine in nature and performed under direct supervision following standard procedures. Perform other duties as assigned The non-essential functions of the position include, but are not limited to the following: Assists in training new employees. Cross-trains to substitute for other employees as needed. Other tasks and projects as determined by management. Education/Experience/Training: Six or more months of customer service experience in a call center environment. Excellent English written and verbal communication skills. Spanish a plus. Ability to build and maintain good rapport/relationships with clients. Ability to train customers through consultative customer support. Strong work ethics. Must be Internet literate. Intermediate user of Microsoft Word, Excel and Outlook. ABOUT MITSUBISHI ELECTRIC TRANE HVAC US Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control. The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane / Mitsubishi Electric and American Standard Heating & Air Conditioning Mitsubishi Electric. More information is available at

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