Customer Service Representative/ Inside Sales Representative, Level 1

About the role

The HVAC CSR/Inside Sales position is available at Daikin Comfort Technologies Distribution, Inc.'s Lafayette, LA branch. This role involves selling the organization's products and services to both prospective and established customers. Responsibilities include understanding the company's policies, procedures, and products, collaborating with managers to cover territories, and handling customer needs through various communication channels.

Responsibilities

• Help the division deliver on its sales, including new business components, by maintaining accounts through communication of new product launches, services, supplies, and discounts via outbound calls.
• Provide excellent customer service via face-to-face, 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.
• 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.
• Cook 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.
• Aid customers with warranties and returns.
• Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies.
• Cook with 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 updated with industry trends.
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to date and are working as an effective team to deliver the highest level of service possible.

Requirements

• Knowledge of HVAC equipment/products is preferred.
• General Microsoft Office skills (Outlook, Excel, Word) and working knowledge of data base applications.
• Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email; Positive, professional attitude, handling difficult customers with ability to diffuse negative situations.
• Good phone etiquette and e-mail etiquette.
• Ability to deal with high-volume customer traffic.
• Effective verbal skills – must be able to explain fairly technical parts of information clearly.
• Written skills – must be able to effectively & timely communicate via e-mail with customers & accurately input orders.
• Effective organizational skills and time management skills including ability to prioritize and multi-task.
• High level of attention to detail and accuracy.
• Ability to establish positive working relationships with internal and external customers and employees.
• Understand and follow work instructions, operating procedures, and company policies.
• Participate in additional projects/activities to support ongoing business needs.

Qualifications

• Experience 1 – 3 years of progressive sales experience.

Skills

• Knowledgeable of the organization’s policies, procedures, practices, products, and services.
• Collaborative and relationship-building skills.
• Customer service and relationship management skills.
• Technical knowledge of HVAC products.
• Effective communication skills.
• Time management and organizational skills.
• Positive attitude and ability to handle difficult situations.

Benefits

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. Growth opportunities are vast, and you will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.