CHARLOTTE, N.C. — Carrier has announced the grand opening of its Service Center of Excellence in Charlotte, N.C. 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, 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, said Carrier. In addition to taking calls through 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. Carrier said customers will 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 innovation. 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.

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Publication date: 10/7/2013