Customer Service Representative

About the role

Looking for a cool job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? The Customer Service Representative is responsible for providing support to the Sales team and Sales Center. The ultimate goal of this role is to serve as a liaison between the company and its customers regarding product availability, delivery, order entry, order status, and problem resolution.

Responsibilities

• Answer calls and incoming texts for the Region in a timely manner, while providing industry-leading customer service.
• Follow the “know your customer” protocol at all times.
• Input customer orders: assist customers in making product selections by asking questions and actively listening to identify customer needs.
• Suggest alternatives and additional products based on customer needs and promotions available.
• Input orders at locations that are most convenient for the customer.
• Use tools and knowledge to service customer needs on the first call (discern when customer issues need to be escalated).
• Research and source products for customers using a variety of tools, including calling sales centers to ensure product availability.
• Provide pre-order and post-order support; order management from the point of entry to invoicing.
• Follow up promptly on all customer requests for information, quotes, alternative parts, and pickup/delivery dates.
• Document accurately the reason for customer calls as well as resolution.
• Provide customers with self-help tools for future needs (e.g., Gemaire.com).
• Proactively communicate with customers about any expected delays or issues with their order.
• Assist customers with the online warranty process.
• Understand and promote ongoing sales initiatives.
• Maintain knowledge of new and existing products and inventory by participating in training, reviewing catalogs, websites, and internal resources.
• Work closely with vendors, credit, and sales departments to provide high customer service.
• Accountable for all other duties assigned.

Requirements

• High School Diploma or equivalent with 2+ years of Counter Sales, Call Center, or Customer Service experience; or Associate’s Degree with 1+ year of Counter Sales, Call Center, or Customer Service experience.
• Strong customer service soft skills.
• Well-organized, detail-oriented, and proficient in computer/data entry.
• Proficient in MS Office applications (Word, Excel, Outlook).
• Ability to problem-solve and multi-task.

Preferred Qualifications

• HVAC experience highly desired.
• Bilingual preferred.

Schedule

Monday–Friday, 7:30 AM–4:30 PM.

Physical Demands

• Sedentary – Lifting 0-10 pounds: Occasional
• Light Lifting – 10-20 pounds: Occasional
• Moderate Lifting – 20 to 50 pounds: Never
• Heavy Lifting – 50 to 100 pounds: Never
• Pulling/Pushing, Carrying: Occasional
• Reaching or working above shoulder: Occasional
• Walking: Frequent
• Standing: Frequent
• Sitting: Constant
• Stooping: Never
• Kneeling: Never
• Repeated Bending: Never
• Climbing: Never
• Desk Work/Computer use/Telephone use: Constant
• Operating a motor vehicle: Never
• Operating a commercial vehicle: Never
• Operating warehouse equipment (forklift, baseloid lift, etc.): Never
• Other (Talk, Drive, visit customers, etc.): Frequent