Customer Service Representative 3

Daikin Comfort•Las Vegas, NV

4d•$24 - $27

About The Position

The Customer Service Representative Interacts with customers through telephone, email and personal contact to provide information in response to inquiries about Goodman products. Resolves customer questions, complaints and requests, frequently involving some policy interpretation. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Builds and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty. Position Responsibilities may include: Respond to inquiries through telephone, web, email, mail, and/or face to face contact with customers. 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 correct item(s) are ordered. Create, update and maintain customer accounts within our database applications. 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. Determine customer requirements and expectations in order to resolve customer issue. Serve as a liaison between customers and Goodman Manufacturing. Provide accurate and timely follow up to internal and external customers. Exercise discretion and independent judgment to resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Train and provide guidance with team members including conducting internal audits. Update, maintain and generate reports. In addition, analyze data to identify trends and errors and make recommendations and corrections Apply experience and judgment to make decisions or resolve issues within defined options or standard protocols Escalate matters that need immediate attention to the Supervisor Expand knowledge base of HVAC products and keep current with latest trends within the industry Work positively with all levels of management and peers to ensure the department is effectively working as a team to deliver the highest level of service possible and drive continuous process improvements. Perform additional projects/duties 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

Requirements

Effective and high quality Customer Service/Relationship management skills
Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
Developing rapport and effective listening skills, Phone etiquette and e-mail etiquette
Professionalism – patience, poise and tact and ability to deal with high volume customer traffic
Knowledge of HVAC, Duct, Fiberglass productions and HVAC Services ( technical experience/knowledge)
Proficient knowledge with Microsoft Office (Outlook, Excel, Word) as well as working knowledge of data base applications including 10 key data entry. Ability to apply advanced administrative and systems skills.
High level of attention to detail and accuracy including strong analytical skills – interpret data, identify trends and errors
Effective verbal and written communication skills including business acumen
Written skills – must be able to effectively and timely communicate via e-mail with customers and accurately process orders and respond to inquiries
Adapts and follows procedures, processes, policies and tools to meet the requirements of the role and understands impact of work on the business.
Ability to complete a variety of assignments, typically recurring tasks and standardized activities. Ability to recognize if deviation from accepted practice and procedure is required.
Ability to quickly develop product / service knowledge in areas of specialization and applies basic knowledge of set procedures and processes pertaining to own area.
Effective organizational skills and time management skills including ability to prioritize and multi-task and ability to work with a sense of urgency
Ability to use good judgement and strong work ethics and integrity on the job
Ability to establish positive working relationships with internal and external customers and employees Ability to apply good judgement, strong work ethics and integrity on the job.
10 plus years of progressive experience within the HVAC/Duct industry
High School diploma or GED equivalent.
Vocational training – certifications or College degree

Responsibilities

Respond to inquiries through telephone, web, email, mail, and/or face to face contact with customers.
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 correct item(s) are ordered.
Create, update and maintain customer accounts within our database applications.
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.
Determine customer requirements and expectations in order to resolve customer issue.
Serve as a liaison between customers and Goodman Manufacturing. Provide accurate and timely follow up to internal and external customers.
Exercise discretion and independent judgment to resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Train and provide guidance with team members including conducting internal audits.
Update, maintain and generate reports. In addition, analyze data to identify trends and errors and make recommendations and corrections
Apply experience and judgment to make decisions or resolve issues within defined options or standard protocols
Escalate matters that need immediate attention to the Supervisor
Expand knowledge base of HVAC products and keep current with latest trends within the industry
Work positively with all levels of management and peers to ensure the department is effectively working as a team to deliver the highest level of service possible and drive continuous process improvements.
Perform additional projects/duties to support ongoing business needs.