CUSTOMER SERVICE REP/INSIDE SALES REP - HVAC

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for our Customer Service/Inside Sales Representative position in Ocala, FL.

About the role

The CSR/Inside Sales Representative sells the organization’s products and services to prospective and established customers. Whether at the counter, on the phone, or through email or fax, the CSR handles customers’ needs by finding out what they need, answering questions, creating solutions, and ensuring a smooth and quick sales process.

Responsibilities

• Help the branch build its sales, including new business, by maintaining house accounts through active dealer communication of new product launches, services, supplies, prices, and sales or discounts via outbound calls and in-house counter discussions.
• Conduct outbound calls for existing and lost customer accounts.
• Maintain sales programs within assigned territory by keeping customers informed about available services, supplies, prices, and new products.
• Provide excellent customer service via walk-ins, phone calls, and emails.
• Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes, and delivery dates—ensure 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 availability of in-stock items; conduct cycle counts as required and replenish showroom stock.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to resolve problems, ensuring customer satisfaction and adherence to organizational policies; coordinate problem resolution with appropriate departments.
• Process daily cash drawer, perform end-of-shift money counts, prepare deposit slips, and place in safe.
• Periodically reach out to customers to determine satisfaction with the organization, products, and services.
• Monitor competitive activity and trends within territory; maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and keep 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.
• May travel to customer locations for follow-ups, presentations, or demonstrations.
• Assist in the warehouse as needed, including inventory counts, product movement, and operating a forklift.
• Perform additional tasks as assigned.

Requirements

• 1-3+ years of progressive sales or customer service experience.
• 1-3+ years in the HVAC industry preferred.
• High School diploma or GED equivalent; some college preferred.
• HVAC certification preferred.

Skills

• Knowledge of HVAC equipment/products is preferred.
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of database applications.
• Effective and high-quality customer service/relationship management skills via walk-ins, phone, and email.
• Positive, professional attitude with the ability to handle difficult customers and diffuse negative situations.
• Strong rapport-building and effective listening skills.
• Professional phone and email etiquette.
• Patience, poise, and tact in professional interactions.
• Ability to manage high-volume customer traffic.
• Effective verbal skills, including the ability to explain technical parts 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 assist in the warehouse and operate a forklift safely and efficiently.
• Ability to understand and follow procedures, work instructions, and company policies.

Benefits

• Benefits effective on day one for all full-time direct hires.
• Training programs available to guide team members and develop new skills.
• Growth opportunities to advance your career.
• Part of a global company backed by Daikin Industries, Ltd.

Physical Requirements

Must be able to perform essential responsibilities with or without reasonable accommodations.