CSR INSIDE SALES 1

About the role

The CSR/Inside Sales Representative sells the organization’s products and services to prospective and established customers. This role handles customer needs through face-to-face interactions, phone calls, emails, or faxes by identifying requirements, answering questions, creating solutions, and ensuring a smooth and efficient sales process. The representative must be knowledgeable about the organization’s policies, procedures, products, and services and collaborate with the Regional Manager or Branch Manager to drive territory coverage and maintain positive dealer relationships.

Responsibilities

• Help the Division deliver on its sales goals, including new business, by maintaining accounts through active communication about new product launches, services, supplies, and sales or discounts via outbound calls.
• Provide excellent customer service via face-to-face interactions, phone calls, and emails.
• Execute all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accuracy in information entry.
• Recommend alternate products based on cost, availability, or specifications as needed.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction.
• Provide accurate information regarding the availability of in-stock items.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to determine the best methods for resolving problems while ensuring customer satisfaction and adherence to organizational policies.
• Coordinate problem resolution with appropriate departments.
• Periodically reach out to customers to assess satisfaction with the organization, products, and services.
• Maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and stay current with industry trends.
• Work positively with all levels of management and peers to ensure effective teamwork and high service levels.
• Understand and follow work instructions, operating procedures, and company policies.
• Participate in additional projects or activities to support ongoing business needs.

Requirements

• 1–3 years of progressive sales experience.
• High School diploma or GED equivalent; some college preferred.
• Knowledge of HVAC equipment/products is preferred.
• General Microsoft Office skills (Outlook, Excel, Word) and working knowledge of database applications.
• Effective and high-quality customer service and relationship management skills via walk-ins, phone, and email.
• Positive, professional attitude with the ability to handle difficult customers and diffuse negative situations.
• Good phone and email etiquette.
• Ability to manage high-volume customer traffic.
• Effective verbal skills, including the ability to explain technical information clearly.
• Strong written skills for timely and accurate email communication and order input.
• Effective organizational and time management skills, including the ability to prioritize and multitask.
• High level of attention to detail and accuracy.
• Ability to establish positive working relationships with internal and external customers and employees.
• Good judgment, strong work ethics, and integrity.
• Ability to understand and follow procedures, work instructions, and company policies.

Work Environment

Works within well-defined instructions and established procedures under close supervision. Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to: Branch Manager / Supervisor, Customer Service.