Customer Service Representative/Inside Sales Representative, Level 3

Job Description

Job Description

The CSR/Inside Sales Representative sells the organization’s products and services for prospective and established customers. Whether face to face on the phone or through email or fax, the CSR handles customers’ needs by finding out what they need, answering questions, creating solutions and ensuring a smooth and quick sales process. Must be knowledgeable of the organization’s policies, procedures, practices, products and services.  The CSR/Inside Sales Representative collaborates with Regional Manager or Branch Manager to help drive territory coverage and maintain positive dealer relationships.  

Position Responsibilities may include:

• Help the Division deliver on its sales including the new business component by helping to maintain accounts through active communication of new product launches, services, supplies and new products sales and or discounts via outbound calls. 
• Provide excellent customer service via face to face, phone calls and e-mails.  
• Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes and delivery dates - ensure accuracy of information being entered to guarantee the correct item(s) are ordered. 
• Recommend alternate products based on cost, availability or specifications as needed. 
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed. Coordinate with manufacturing, sales, distribution, and vendors regarding shipments. 
• Generate new and repeat sales by providing product and technical information in a timely manner. 
• Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction. 
• Provide accurate information regarding availability of in-stock items. 
• Assist customers with warranties and returns. 
• Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution with appropriate departments. 
• Train new customer service / inside sales representatives.
• Periodically reach out to customers to determine satisfaction with the organization, products, and services 
• Maintain records and prepare reports on sales activities.  
• Expand knowledge of HVAC products and keep current with latest trends within the industry 
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible. 
• Understand and follow work instructions, operating procedures, and company policies. 
• Participate in additional projects/activities to support ongoing business needs.

Nature & Scope:

• Works within well-defined instructions
• Uses established procedures and works under supervision to perform assigned tasks 
• Work is closely supervised

Knowledge & Skills:

• Extensive knowledge of HVAC equipment/products is required 
• General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of data base applications 
• Effective and high-quality Customer Service/Relationship management skills via walk-ins, phone, and email; 
• Positive, professional attitude, handling difficult customers with ability to diffuse negative situations 
• Good phone etiquette and e-mail etiquette 
• Ability to deal with high-volume customer traffic 
• Effective verbal skills – must be able to explain fairly technical parts of information clearly 
• Written skills – must be able to effectively & timely communicate via e-mail with customers & accurately input orders 
• Effective organizational skills and time management skills including ability to prioritize and multi-task 
• High level of attention to detail and accuracy 
• Ability to establish positive working relationships with internal and external customers and employees 
• Ability to use good judgment and strong work ethics and integrity on the job 
• Ability to understand and follow procedures, work instructions, and company policies

Competency:

Experience:

• 6+ years of progressive sales experience  
• 5 plus years in the  HVAC industry 

Education/Certification:

• High School diploma or GED equivalent, some college preferred – HVAC certification preferred 

People Management: No

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations

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.