Customer Service Representative

Job Responsibilities

Answers calls, 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 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, web-sites 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; should be proficient in MS Office applications (Word, Excel, Outlook)

Must possess the ability to problem solve and multi-task

Preferred Qualifications

HVAC experience highly desired

Bilingual preferred

Education/Experience

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.

Work Environment

Sales Center Office

Work Schedule

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

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

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.