Customer Service Representative

Venstar, a subsidiary of Daikin Comfort Technologies, is seeking a Customer Service Representative for our West Hills, CA branch operations group. The CSR works directly with our national account customers, distributors, and contractors to provide excellent customer service regarding products, services, and features, as well as assisting with quotations, order processing, and complaint resolution.

About the role

The Customer Service Representative’s main goal is to deliver fast, friendly, and accurate information while responding to customer inquiries, service requests, orders, and quotes. Professionalism, issue resolution, and de-escalation techniques are key to resolving complaints and ensuring mutual satisfaction for both customers and the company.

Benefits are effective on day one for all full-time direct hires. Training programs are available to help guide team members and develop new skills. There are immense opportunities to grow your career within a global company backed by Daikin Industries, Ltd.

Responsibilities

• Provide fast, friendly, and accurate information and assistance to customers and team members.
• Maintain professionalism and patience to meet customer expectations.
• Interact politely and effectively with customers, fellow employees, and business partners.
• Collaborate with co-workers for troubleshooting or answering questions.
• Answer customer support emails, branch questions, or requests.
• Educate customers about product terminology, features, and benefits to improve sales and satisfaction.
• Provide accurate information on product availability, delivery, and in-stock items.
• Process submitted orders, requests for quotations, and assign tickets using designated CSR software (Freshdesk) or other customer work order management applications.
• Recommend alternate products based on cost, availability, or specifications.
• Assist with month-end clean-up for orders not closed out for billing.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Obtain accurate shipment and delivery information from vendors.
• Participate in on-the-job training, cross-train other employees, and take individualized training as assigned.
• Adhere to company policies and legal compliance.
• Maintain a clean, professional, and safe work environment.
• Support additional projects or activities to meet ongoing business needs.

Requirements

• High School Diploma or G.E.D (required); Associate’s degree (a plus).
• 1–3 years of customer service experience or 1–3 years in inside sales.
• 3+ years of experience in HVAC/Plumbing and/or Contractor/Building trades (preferred).
• Telecommunication experience, including answering phones and directing calls.
• Working knowledge of Freshdesk software (preferred).

Skills

• Ability to quickly learn about products and services.
• Effective and professional verbal and written communication.
• Excellent customer service, relationship management, and negotiation skills.
• Problem-solving, de-escalation, and conflict resolution in a work setting.
• Strong team player with results orientation, dedication to excellence, and sense of urgency.
• Good judgment, strong work ethics, and integrity.
• Ability to establish positive working relationships with internal and external customers.
• Attention to detail, accuracy, and effective organizational and time management.
• Strong knowledge of MS Office (Excel, Word, PowerPoint, Outlook) for email, scheduling, spreadsheets, and document creation.

Pay

$19–24 per hour.