HVAC Call Center Representative

Call Center Representative

At Johnstone Supply Huestis Meyers Group, our purpose is simple: Where people win. We partner with our customers, vendors, and team members to create an environment where everyone grows and succeeds together.

As a Call Center Representative, you are the first voice our customers hear and play a critical role in delivering an exceptional experience that builds trust, loyalty, and long-term relationships.

Position Overview

The Call Center Representative is responsible for handling inbound and outbound customer interactions, providing product support, processing orders, and delivering best-in-class customer service. This role requires strong communication skills, attention to detail, and a proactive approach to solving problems and supporting sales growth.

Key Responsibilities

Customer Service & Communication

• Answer inbound calls with professionalism, energy, and accuracy
• Provide exceptional customer service on every interaction
• Respond to customer inquiries via phone, email, fax, and messaging platforms
• Utilize voicemail and call-back systems to ensure timely follow-up
• Maintain proper email etiquette and clear communication

Sales Support & Customer Growth

• Quote customers across all product lines accurately and efficiently
• Offer current promotions, programs, and marketing initiatives on every call
• Educate customers on products, services, and solutions to grow their business
• Promote tools such as Prokeep, website ordering, and mobile app usage
• Conduct outbound calls for events, trainings, and company initiatives
• Identify upsell and cross-sell opportunities

Operations & Systems

• Utilize company platforms including Curri, Whale, email, fax, and Prokeep
• Enter accurate notes on all tickets and customer interactions
• Manage and maintain personal workflow, reporting, and call activity
• Understand urgency levels and prioritize tasks accordingly
• Maintain a clean and organized workspace

Teamwork & Development

• Participate in ongoing training, including JU online and in-person classes
• Attend team meetings and actively contribute feedback
• Collaborate with other departments and branches to support customer needs
• Assist other locations or in-store operations when needed
• Support company initiatives such as lost sales tracking

Qualifications

Previous customer service or call center experience preferred

Strong communication and interpersonal skills

Ability to multitask and manage a high volume of calls

Comfortable learning new systems and adapting to change

Detail-oriented with strong organizational skills

Positive attitude and team-first mindset

What We're Looking For

Someone who takes ownership and solves problems without passing them along

A team player who contributes, participates, and supports others

A self-starter who is motivated to learn, grow, and improve

A professional communicator who creates a positive experience for every customer

Someone who brings energy, accountability, and pride to their role every day

Work Expectations

Consistent attendance and participation in trainings and meetings

Professional phone presence and communication at all times

Ability to remain seated for extended periods, with awareness to take breaks and reset as needed

Adherence to company policies, including workplace and safety guidelines

Our Commitment to You

Ongoing training and development opportunities

A supportive team environment focused on growth

Opportunities to expand your role and career within the company

• Blue Cross Blue Shield Health Insurance (after 90 days)
• Vision, dental and other ancillary programs through Mutual of Omaha (after 90 days)
• Employer Sponsored Life Insurance ($50,000) (after 90 days)
• Employer sponsored Long Term Disability
• 6 Paid Holidays
• Up to 15 days vacation and sick time (after 90 days)
• 401k Plan (3% 100% match, 4-5% 50% match)
• Johnstone University online training
• Johnstone University off-site training