CSR INSIDE SALES 1
About the role
The CSR/Inside Sales Representative sells the organization’s products and services to prospective and established customers. Whether face-to-face, on the phone, or through email or fax, the CSR handles customers’ needs by identifying their requirements, answering questions, creating solutions, and ensuring a smooth and quick sales process. The role requires knowledge of the organization’s policies, procedures, practices, products, and services. The CSR/Inside Sales Representative collaborates with the Regional Manager or Branch Manager to help 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 of 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 of information to guarantee correct items are ordered.
- 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 to resolve problems, ensuring customer satisfaction and adherence to the organization’s policies.
- Coordinate problem resolution with appropriate departments.
- Periodically reach out to customers to determine 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 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 uses established procedures under close supervision. Must be able to perform essential responsibilities with or without reasonable accommodations.
Pay
$19.00 to $23.90 hourly.
Benefits
- Healthcare and dental insurance.
- Life and long-term disability insurance.
- 401K retirement plan.
- Various types of paid time off.