INBOUND SPECIALIST

POSITION PROFILE

Position: Inbound Specialist

Location: Branch Based


Classification: Non-Exempt

Department: Operations


Reports to: Call Supervisor

BASIC FUNCTION:

Priority areas include establishing customer relationships, filling orders, sizing and selling equipment with customers calling into the branch. This position requires knowledge of our products, as well as excellent time management and interpersonal, and communication skills. This is an excellent career opportunity as our sales growth has out-paced the industry average, creating new positions for the self-motivated, goal oriented team player. Inside sales representatives will join our mission to "Make the tech in the truck more efficient" and embrace our vision to "Enhance lives through solutions."

Core Values:

♥ Honesty - We keep our promises, are truthful, and instill confidence


♥ Excellence - We passionately deliver exceptional experiences

♥ Accountability - We are all accountable and strive for results


♥ Respect - We value others, care about people, and treat them respectfully

♥ Teamwork - We work together to provide solutions internally and externally

Core Competencies:

• Building Trust - Interacts with everyone in a way that gives them confidence in personal and company intentions
• Customer Focus - Listens to customers and addresses issues while maintaining supportive customer relationships
• Productivity - Strives to consistently achieve excellence in performance and maintains focus in the face of obstacles
• Adaptability - Changes approach when necessary to achieve goals and adjusts style as needed to the situation at hand
• Cooperation - Uses tact to maintain effective work relationships with coworkers and stakeholders

Job Specific Competencies:

1. Sense of Urgency - Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines
2. Attention to Detail - Diligently attends to details and pursues quality in accomplishing tasks with a sense of precision
3. Results Oriented - Maintains focus and perseveres in the face of obstacles and prioritizes tasks based on importance

Position Responsibilities:

• Uses telephony to determine customer replacement HVAC/R parts, according to inspection and/or verbal description
• Uses computer, catalog, or any other resources to meet or exceed customer need
• Recognizes products most commonly purchased by customers and resolves commonly encountered issues
• Recognizes and identifies HVAC/R parts and equipment to fulfill customer needs and answer questions
• Offers promotional items and suggestively sells products based on current marketing initiatives
• Maintains image of Johnstone Supply by ensuring an exceptional customer phone experience
• Stays informed of new products and utilizes opportunities to educate self, co-workers and customers
• Performs other selling related tasks as assigned by supervisor

Qualifications:

• Ability to work in fast-paced environment providing solutions for customer contacting the call center
• A High School Diploma or a G.E.D. Associates or Bachelor's degree
• Technical Diploma in HVAC/R and at least two years of work experience in the HVAC/R field (preferred)
• Must be a detailed-oriented individual and possess excellent verbal, written, and communication skills
• Energetic and effective demeanor with a positive attitude that is conscientious, enthusiastic and articulate
• Proficient computer skills (MS Word or Excel or similar software related program)
• Must be able to comprehend business math calculations and astute with computer navigation skills