Customer Service Representative

Customer Service Representative

Looking for a cool job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? The Customer Service Representative is responsible for providing support to the Sales team and Sales Center. The ultimate goal of this role is to serve as a liaison between the company and its customers regarding product availability, delivery, order entry, order status, and problem resolution.

Duties and 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, websites, 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 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.

Work Schedule:

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

Physical Demands Demand Frequency:

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.