Customer Service Representative/Inside Sales Representative, Level 3

Description

• Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes and delivery dates - ensure accuracy of information being entered to guarantee the correct item(s) are ordered.
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
• Recommend alternate products based on cost, availability or specifications as needed.
• Participate in additional projects/activities to support ongoing business needs.
• Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction.
• Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution with appropriate departments.
• Help the Division deliver on its sales including the new business component by helping to maintain accounts through active communication of new product launches, services, supplies and new products sales and or discounts via outbound calls.
• Expand knowledge of HVAC products and keep current with latest trends within the industry
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed. Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• Provide accurate information regarding availability of in-stock items.
• Train new customer service / inside sales representatives.
• Assist customers with warranties and returns.
• Provide excellent customer service via face to face, phone calls and e-mails.
• Maintain records and prepare reports on sales activities.
• Uses established procedures and works under supervision to perform assigned tasks
• Periodically reach out to customers to determine satisfaction with the organization, products, and services

Requirements

• Extensive knowledge of HVAC equipment/products is required
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of data base applications
• High level of attention to detail and accuracy
• 5 plus years in the  HVAC industry
• Must be able to perform essential responsibilities with or without reasonable accommodations
• Effective verbal skills – must be able to explain fairly technical parts of information clearly
• Good phone etiquette and e-mail etiquette
• Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email;
• Ability to deal with high-volume customer traffic
• 6+ years of progressive sales experience
• Written skills – must be able to effectively & timely communicate via e-mail with customers & accurately input orders
• Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
• High School diploma or GED equivalent, some college preferred – HVAC certification preferred
• Ability to establish positive working relationships with internal and external customers and employees
• Works within well-defined instructions
• Understand and follow work instructions, operating procedures, and company policies.
• Effective organizational skills and time management skills including ability to prioritize and multi-task
• Ability to use good judgment and strong work ethics and integrity on the job
• Ability to understand and follow procedures, work instructions, and company policies
• Work is closely supervised

Benefits

• Hourly Range $24.50 to $27.60

Training + Development

Interview process

Visa Sponsorship

Security clearance