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-taskPreferred Qualifications• HVAC experience highly desired• Bilingual preferredEducation/ExperienceHigh 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 EnvironmentSales Center OfficeWork ScheduleMonday-Friday 7:30am-4:30pmPhysical DemandsSedentary – Lifting 0-10 pounds OccasionalLight Lifting – 10-20 pounds OccasionalModerate Lifting – 20 to 50 pounds NeverHeavy Lifting – 50 to 100 pounds NeverPulling/Pushing, Carrying OccasionalReaching or working above shoulder OccasionalWalking FrequentStanding FrequentSitting ConstantStooping NeverKneeling NeverRepeated Bending NeverClimbing NeverDesk Work/Computer use/Telephone use ConstantOperating a motor vehicle NeverOperating a commercial vehicle NeverOperating warehouse equipment, forklift, baseloid lift etc NeverOther – Talk, Drive, visit customers etc. FrequentEEO StatementWatsco 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.