Customer Service Representative

Customer Service Representative

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.

Duties and Responsibilities:

• Answers calls and incoming texts for the region promptly, 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 order at locations that is most convenient for the customer.
• Use tools and knowledge to service customer needs on the first call. (Discern when customer issue needs 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. ie: Gemaire.com
• Proactively communicate with customers about any expected delays or issues with their order.
• Assist customers with online warranty process.
• Understand and promote ongoing sales initiatives.
• Maintains 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.

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

Required Qualifications:

• High School Diploma or equivalent with 2+ years of Counter Sales, Call Center, or Customer Service experience; or Associates Degree with 1+ year of Counter Sales, Call Center, or Customer Service experience
• Must have strong customer service soft skills
• Must be well-organized, detail-oriented, and have good computer/data entry skills; should be proficient in MS Office applications (Word, Excel, Outlook).
• Must possess the ability to problem-solve and multi-task

Preferred Qualifications:

• HVAC experience is highly desired
• Bilingual preferred

Work Schedule: Monday-Friday 7:30 am-4:30 pm

Physical Demands Demand Frequency:

• 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

EEO Statement:

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.