Customer Support Representative

Johnstone Supply LLC•Orlando, FL

About The Position

Johnstone Supply is seeking a Customer Support Representative to deliver prompt, professional, and courteous service to customers, including professional certified technicians and contractors. The role supports the customer experience through sales support, technical product research, preparation of sales quotes and bids—particularly for large contractors and key accounts—order processing, pricing, and promotional initiatives. The representative also addresses the distinct needs of high-value and key account customers to provide a seamless, responsive service experience.

Requirements

Provide prompt, professional, helpful, and courteous customer service.
Listen to customer needs and respond appropriately.
Complete sales orders, credit card payments, warranty claims, and credit returns according to standard operating procedures.
Research products and services and provide customer information, quotes, and sales-order support.
Calculate refrigeration load requirements for equipment quotes and bids.
Maintain a neat, clean, and professional personal appearance.
Attend product and service training to acquire knowledge needed to support customers.

Responsibilities

Greet customers by telephone promptly, professionally, and helpfully.
Listen to customers’ needs and requests and respond with prompt, courteous service.
Handle warranty claims and credit returns in a timely manner, completing required documentation and receiving returned products before processing claims or credits in accordance with standard operating procedures.
Enter sales orders into the Sales Order Entry System and process credit card payments in accordance with standard operating procedures.
Answer incoming customer calls, provide quotes or take sales orders, research products and services, and answer general information questions.
Calculate refrigeration load requirements for refrigeration equipment quotes and bids.
Identify damaged inventory and notify the Store Manager so it can be marked down and sold quickly.
Work at the sales counter during peak periods or provide relief for counter sales representatives during lunch, as needed.
Assist Account Managers with key customers’ needs, bids, or quotes as requested.
Maintain a neat, clean, and professional personal appearance.
Attend training seminars on products and services to build product knowledge and provide informed, effective customer service.
When time permits, promote monthly flyers and special promotions by calling customers to support counter sales.
Alert the immediate supervisor when showroom sales are brisk so additional counter staff can be added to prevent long customer wait times.
Perform other duties as requested to maintain a high level of customer service through timely and effective teamwork.

Benefits

Competitive wage
Competitive paid time off (PTO)
Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting
Holiday pay for 7.5 holidays per year
Paid parental bonding time
Employer-subsidized medical, dental, and vision plans
Employer-paid life insurance and short-term disability
Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
24/7 access to virtual care and telehealth options
Health Savings Account (HSA) with employer contribution
Flexible spending accounts (FSA)
Wellbeing program with an opportunity to earn reduced medical costs
Employee Assistance Program (EAP) for employees and their families
Tuition reimbursement
Employee referral bonus program
Employee service milestone recognition program