Counter Associate

Counter Associate

Temperature Equipment Corporation (TEC), a WATSCO (WSO) Company, has been an industry leader known for technical expertise, value, best-in-class product availability, and driving customer loyalty for nearly 90 years and counting. TEC is also the Midwestern state's largest distributor of air conditioning, heating, and refrigerant equipment, related parts, and supplies. We offer exceptional compensation packages; full benefits include health, dental, life, and AD&D insurance, paid holidays & vacation, and 401(k) with company matching.

The Counter Associate plays a key role in delivering outstanding customer service and fostering a welcoming shopping and sales experience. This position requires excellent communication skills, attention to detail, and a commitment to ensuring customer satisfaction.

Please note that the responsibilities and details of this role may evolve based on organizational needs.

Essential Duties and Responsibilities

Order Management

• Greet and assist walk-in customers at the counter, providing prompt and friendly service.
• Answer phone calls, emails, and text inquiries related to product availability, pricing, and order status.
• Ensure that inventory levels are accurate, and work with warehouse staff to check stock and prepare orders for pickup or delivery.
• Follow up with customers on back-ordered items, changes in delivery times, or any other issues that may arise with their orders.

Sales & Upselling

• Promote product bundles, upsell complementary items, and introduce customers to new products or product lines.
• Work with the sales team to meet and exceed sales targets, helping drive the overall success of the branch.
• Assist in promoting seasonal sales, special promotions, and discounts to customers at the counter and through phone interactions.

Product Knowledge & Support

• Maintain in-depth knowledge of HVAC systems, parts, and accessories.
• Stay updated on new products, industry trends, and technological advances to help provide customers with the best solutions.

Problem Resolution

• Resolve customer complaints or issues in a professional and timely manner, ensuring customer satisfaction.
• Assist in handling returns or exchanges, working with customers to ensure their needs are met while adhering to company policies.

Collaboration & Teamwork

• Collaborate with the warehouse and inventory teams to ensure product availability and timely order fulfillment.
• Communicate effectively with the sales and management teams to address customer needs and improve branch performance.

General Maintenance & Organization

• Keep the counter area clean, organized, and stocked with marketing materials, product catalogs, and pricing sheets.
• Assist with inventory management and stock organization to ensure smooth operations.

Skills, Knowledge, & Abilities

• Strong communication skills, both verbal and written, with the ability to engage and assist customers in person and over the phone.
• Proven ability to handle multiple tasks in a fast-paced environment.
• Proficiency with point-of-sales (POS) systems, order management software, and general computer applications (Microsoft Office Suite, CRM systems).
• Ability to build and maintain positive relationships with customers, contractors, and team members.
• Strong organizational skills and attention to detail.

Qualifications

• High School diploma or GED equivalent
• Minimum of 1-2 years of experience in sales or customer service, ideally in the HVAC, building materials, or wholesale industry.
• Ability to lift 50 pounds (e.g., HVAC parts, small equipment).
• Comfortable working in a warehouse environment and assisting customers in a fast-paced setting.

Schedule

• Full Time Monday through Friday
• Rotating Saturday Half-day
• Schedule is based on business needs

Salary Expectations

• Starting minimum rate of $18