Customer Service Coordinator - Stevens Equipment Supply

Daikin • Albuquerque, NM

9d • Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries, is seeking an HVAC CSR Coordinator for branch operations at its Albuquerque, New Mexico branch. The Coordinator works with customers and helps grow branch sales by maintaining house accounts and communicating with dealers about new product launches, sales, and discounts. The role provides leadership, training, and guidance to the branch’s Customer Service Representatives (CSRs) to support exceptional customer service and safe work practices.

The Coordinator works with the Branch Manager to support CSR training, reporting, workflow, employee feedback, and branch operations. The position also supports sales teams and inside account representatives, analyzes customer-service data, contributes to process improvements, and helps with department hiring activities. The role may provide direction to CSRs and ensure employees follow work procedures and complete required training.

The position requires at least five years of superior customer service experience and a high school diploma or GED. College education is preferred. The role reports to the Manager, Branch. Essential responsibilities may be performed with or without reasonable accommodations. The physical environment includes standing, walking, working at a desk, and working at the store customer counter. Applicants must be legally authorized to work in the United States without current or future employer-sponsored work authorization.

Requirements

• At least five years of experience supplying superior customer service.
• High school diploma or GED equivalent.
• Experience with performance metrics, process improvement, and policy enforcement.
• Superior customer-service skills.
• Effective conflict-resolution skills and professionalism during stressful situations.
• Productive relationship-management skills.
• Experience with training methods.
• Excellent verbal and written communication skills, including listening skills.
• Working knowledge of Microsoft Office, including Outlook, Word, and Excel.
• Strong analytical, data-analysis, and problem-solving skills.
• Effective organizational and time-management skills, including the ability to handle changing priorities.
• Ability to apply good judgment, strong work ethics, and integrity on the job.
• Legally authorized to work in the United States without current or future employer-sponsored work authorization.
• Ability to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

• CSR supervisory or lead experience within the HVAC industry.
• College education.

Responsibilities

• Lead Customer Service Representatives by assisting the Branch Manager with training and reporting.
• Work with the Branch Manager to ensure delegated workflow for CSRs is achieved.
• Provide feedback to Customer Service employees on performance under the Branch Manager’s direction.
• Motivate staff to provide excellent customer service.
• Coach and train employees as needed.
• Capture, compile, and analyze data relating to department and customer-service activities.
• Participate in or lead process-improvement efforts.
• Assist the manager with filling open department positions, reviewing resumes, and interviewing potential candidates.
• Participate in additional projects to support ongoing business needs.
• Provide direction among Customer Service Representatives as needed.
• Ensure employees follow work processes and procedures and complete required training.
• Assist the Branch Manager with branch operations and other assigned duties.
• Support sales teams, inside account representatives, and other branches as needed.
• Maintain house accounts through active communication with dealers about new product launches, sales, and discounts.

Benefits

• Benefits are effective on day one for full-time direct hires.
• Training programs to help guide team members and develop new skills.
• Career growth opportunities.
• Opportunity to work for a global company whose family brands are backed by Daikin Industries, Ltd.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED