HVAC Counter Customer Service Representative

Daikin•Phoenix, AZ

6d•Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries Inc. and a wholesale distributor of equipment, parts, and supplies, is seeking an HVAC Counter Customer Service/Inside Sales Representative to support branch operations in Phoenix, Arizona. The representative sells the organization’s products and services to prospective and established customers at the counter, by phone, email, or fax. The role identifies customer needs, answers questions, develops solutions, and supports a smooth sales process. The representative helps build branch sales and maintain customer accounts through communications about products, services, pricing, promotions, and discounts. The position also processes orders and payments, provides product and technical information, coordinates shipments and problem resolution, supports inventory activities, and assists in the warehouse as needed. The job may involve visiting customer locations for follow-up, presentations, or demonstrations. The company states that benefits are effective on day one for full-time direct hires, offers training programs and career growth opportunities, and is part of a global company backed by Daikin Industries, Ltd.

Requirements

Six or more years of progressive sales and customer service experience preferred.
Six or more years of HVAC industry experience preferred.
High school diploma or GED equivalent.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Strong customer service and relationship-management skills across in-person, phone, and email interactions.
Professional, positive approach, including the ability to handle difficult customers and diffuse negative situations.
Effective rapport-building, listening, phone etiquette, and email etiquette.
Patience, poise, tact, and professionalism.
Ability to manage high-volume customer traffic.
Effective verbal communication, including explaining technical parts information clearly.
Effective written communication, including timely customer emails and accurate order entry.
Strong organization and time-management skills, including prioritization 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 assist in the warehouse and operate a forklift safely and efficiently as needed.
Ability to understand and follow procedures, work instructions, and company policies.
Must be legally authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.
Must be able to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

Knowledge of HVAC equipment and products.
Some college education.
HVAC certification.

Responsibilities

Help build branch sales, including new business, and maintain house accounts through dealer communications about product launches, services, supplies, prices, and discounts.
Conduct outbound calls to existing and lost customer accounts and maintain sales programs within the assigned territory.
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 scheduled 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, and provide accurate information about in-stock item availability.
Conduct cycle counts and replenish showroom stock as needed.
Assist customers with warranties and returns.
Work with the Branch Manager and appropriate departments to resolve problems and support customer satisfaction and company policies.
Process the cash drawer daily, count money at the end of the shift, prepare deposit slips, and place deposits in the safe.
Periodically contact customers to assess satisfaction with the organization, products, and services.
Monitor competitive activity and trends within the territory; maintain sales activity records and prepare reports.
Expand knowledge of HVAC products and stay current with industry trends.
Work positively with management and peers to support effective teamwork and service.
Understand and follow work instructions, operating procedures, and company policies.
Travel to customer locations as needed for follow-up, presentations, or demonstrations.
Assist in the warehouse as needed, including inventory counts and product movement, and operate a forklift when required.
Perform additional tasks as assigned.