Customer Service Representative

Job Description

Job Description

Venstar, a subsidiary of Daikin Comfort Technologies, is seeking a Customer Service Representative for our West Hills, CA branch operations group. The Customer Service Representative (CSR) work directly with our national account customers, distributors and contractors. The CSR’s main goal is to provide excellent customer service when providing information about products, services and features; as well as assisting with quotations, order processing and responding to customer complaints.  CSRs provide great customer service using fast, friendly and accurate information while responding to customers' questions, general service requests, orders and quotes for parts and services.  When presented with a complaint, a CSR’s professionalism, use of issue resolution and de-escalation techniques can effectively resolve many issues to the mutual benefit of both the customer and the Company.   

Why work with us?

• Benefits are effective on day one for all full-time direct hires.
• Training programs are available to help guide team members and develop new skills.
• Growth Opportunities - there are immense opportunities to grow your career.
• You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

Position Responsibilities may include:

• Provide fast, friendly and accurate information and assistance – for customers and other team members.   
• Maintain professionalism and exhibit patience at all times to ensure customer expectations are met. 
• Interact politely and effectively with customers, fellow employees and business partners. 
• Collaborate with co-workers for help with troubleshooting or answering questions. 
• Answer customer support emails, branch questions or requests.    
• Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction. 
• Provide accurate information regarding availability of in-stock items, product and delivery information.
• Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk) or other customer work order management applications.  
• Recommend alternate products based on cost, availability or specifications. 
• Assist with month end clean-up for orders that have not been closed out for billing. 
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed. 
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery. 
• Participate in on-the-job training activities, cross-train other employees on various tasks and take individualized training – as assigned. 
• Effectively adhere to policy and procedures in compliance with Company policy and the law. 
• Maintain clean, professional, and safe work environment; creating an environment that welcomes others.  
• Adhere to the Venstar culture related to respect for the individual, service to our customers and striving for excellence. 
• Participate in additional projects/activities to support ongoing business needs. 

Nature & Scope:

• Possesses a broad theoretical job knowledge typically obtained through advanced education
• Has no discretion to deviate from established procedures by performing structured work assignments
• Work is closely supervised
• Problems faced are not typically difficult or complex
• Explains facts, policies and practices related to job area

Knowledge & Skills:

• Ability to quickly learn about products and services offered 
• Effective and professional verbal and written communication skills 
• Excellent customer service background and relationship management skills and negotiation skills 
• Problem solving, de-escalating and resolving conflicts within a work setting   
• Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives 
• Ability to apply good judgement and strong work ethics and integrity on the job 
• Ability to establish positive working relationships with internal and external customers and employees 
• Attention to detail and accuracy, effective organizational and time management skills 
• Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets - Working knowledge of Freshdesk software – preferred 

Experience:

• Telecommunication experience, answering phones and directing calls 
• 1 – 3 years of more in customer service or 1-3 years in inside sales   
• 3 plus years of experience in HVAC/Plumbing and/or Contractor/Building trades - preferred 

Education/Certification:

• High School Diploma or G.E.D – required 
• Associate’s degree – a plus 

People Management: No

Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations

Reports To: Supervisor, Operations

Pay Rate: $19-24

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.