HVAC COUNTER CUSTOMER SERVICE REPRESENTATIVE

AirReps•Phoenix, AZ

7d•Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries Inc., is a wholesale distributor of equipment, parts, and supplies. The HVAC Counter Customer Service/Inside Sales Representative supports branch operations in Phoenix, Arizona, by selling products and services to prospective and established customers. The representative assists customers at the counter, by phone, email, or fax by identifying their needs, answering questions, developing solutions, and ensuring a smooth sales process. The role combines customer service and inside sales with order processing, product guidance, customer account outreach, shipment coordination, inventory support, and cash-handling duties. The representative may also travel to customer locations and assist in the warehouse, including operating a forklift. The company notes that benefits are effective on day one for full-time direct hires and offers training and career-growth opportunities.

Requirements

High school diploma or GED equivalent.
Effective customer service and relationship-management skills in person, by phone, and by email.
Professional, positive attitude and ability to handle difficult customers and diffuse negative situations.
Rapport-building, active listening, phone etiquette, email etiquette, patience, poise, and tact.
Effective verbal communication skills, including the ability to explain technical parts information clearly.
Written communication skills sufficient to communicate with customers by email and accurately enter orders.
Organizational and time-management skills, including the ability to prioritize and multitask.
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 safely and efficiently assist in the warehouse and operate a forklift as needed.
Ability to understand and follow procedures, work instructions, and company policies.
Ability to perform essential responsibilities with or without reasonable accommodations.
Must be legally authorized to work in the United States without current or future employer-sponsored work authorization.

Nice To Haves

Knowledge of HVAC equipment and products.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Six or more years of progressive sales and customer service experience.
Six or more years of experience in the HVAC industry.
Some college education.
HVAC certification.

Responsibilities

Help build branch sales, including new business, and maintain house accounts through dealer communication about launches, services, supplies, prices, products, and discounts; make outbound calls to existing and lost customer accounts.
Maintain sales programs within the assigned territory by informing customers about services, supplies, prices, and new products.
Provide customer service to walk-in, phone, and email customers.
Process orders, purchase orders, payments, quotes, and delivery dates accurately.
Recommend alternate products based on cost, availability, or specifications.
Monitor shipment dates, ensure timely delivery, expedite shipments as needed, and coordinate 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.
Provide accurate in-stock availability information, conduct cycle counts as required, and replenish showroom stock as needed.
Assist customers with warranties and returns.
Work with the Branch Manager and appropriate departments to resolve problems and ensure customer satisfaction and adherence to company policies.
Process the cash drawer daily, count money at shift end, prepare deposit slips, and place deposits in the safe.
Contact customers periodically to assess their satisfaction with the organization, products, and services.
Monitor competitive activity and territory trends.
Maintain sales activity records and prepare reports.
Expand HVAC product knowledge and stay current with industry trends.
Work positively with management and peers to support effective teamwork and service across departments.
Follow work instructions, operating procedures, and company policies.
Travel to customer locations as needed to follow up, make presentations, or perform demonstrations.
Assist in the warehouse as needed, including inventory counts, product movement, and forklift operation.
Perform additional tasks as assigned.