Customer Service Counter Representative

Daikin•Tampa, FL

9d•Onsite

About The Position

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for an HVAC CSR/Inside Sales Representative position in its branch operations group at the Tampa, Florida branch. The representative sells the organization’s products and services to prospective and established customers, serving them at the counter and through phone, email, and fax. The role involves identifying customer needs, answering questions, creating solutions, and ensuring a smooth, efficient sales process while meeting established sales quotas. The representative is expected to know the organization’s policies, procedures, practices, products, and services. The position works within well-defined instructions and established procedures under close supervision. It requires extensive knowledge of HVAC equipment and products, strong customer service and relationship-management skills, and the ability to manage high-volume customer traffic while providing accurate, timely information and order processing. The role also includes training new customer service and inside sales representatives and collaborating with the Branch Manager and other departments to resolve customer issues. The company states that benefits are effective on day one for full-time direct hires, provides training programs to help team members develop new skills, and offers career growth opportunities. The position is part of a global company whose family brands are backed by Daikin Industries, Ltd. Applicants must be legally authorized to work in the United States without current or future employer-sponsored work authorization.

Requirements

Extensive knowledge of HVAC equipment and products.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Effective customer service and relationship-management skills for walk-in, phone, and email interactions.
Positive, professional attitude and ability to handle difficult customers and defuse negative situations.
Good phone and email etiquette.
Ability to handle high-volume customer traffic.
Effective verbal communication skills, including the ability to explain fairly technical information clearly.
Written communication skills to communicate with customers by email in a timely manner and accurately enter orders.
Effective organizational and time-management skills, including prioritizing and multitasking.
High attention to detail and accuracy.
Ability to establish positive working relationships with internal and external customers and employees.
Good judgment, strong work ethic, and integrity.
Ability to understand and follow procedures, work instructions, and company policies.
One to three or more years of progressive sales experience.
High school diploma or GED equivalent.
Must be legally authorized to work in the United States without employer-sponsored work authorization now or in the future.

Nice To Haves

One to three or more years of experience in the HVAC industry.
Some college.
HVAC certification.

Responsibilities

Help the Division meet sales goals, including new business goals, by maintaining accounts and communicating product launches, services, supplies, new products, and discounts through outbound calls.
Provide customer service in person, by phone, and by email.
Perform sales functions including order processing, purchase orders, payment processing, quotes, and delivery-date coordination, ensuring accurate order entry.
Recommend alternate products based on cost, availability, or specifications.
Monitor scheduled shipment dates, ensure timely delivery, and expedite shipments as needed.
Coordinate shipment matters with manufacturing, sales, distribution, and vendors.
Generate new and repeat sales by providing timely product and technical information.
Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction.
Provide accurate information about the availability of in-stock items.
Assist customers with warranties and returns.
Work with the Branch Manager to resolve problems in a way that supports customer satisfaction and adheres to organizational policies.
Coordinate problem resolution with appropriate departments.
Train new customer service and inside sales representatives.
Periodically contact customers to assess their satisfaction with the organization, products, and services.
Maintain records and prepare reports on sales activities.
Expand knowledge of HVAC products and stay current with industry trends.
Work positively with management and peers to support effective teamwork and service across departments.
Understand and follow work instructions, operating procedures, and company policies.
Participate in additional projects and activities to support ongoing business needs.