HVAC Customer Service Counter Representative

Daikin•Jacksonville, FL

2d•Onsite

About The Position

Daikin Comfort Technologies Distribution, Inc. is seeking an HVAC CSR/Inside Sales Representative for its branch operations group at the Jacksonville, Florida branch. The representative sells the organization’s products and services to prospective and established customers, assisting them at the counter, by phone, email, or fax. The role identifies customer needs, answers questions, develops solutions, and supports a smooth and timely sales process while meeting established sales quotas. The representative must know the organization’s policies, procedures, practices, products, and services. The role works under supervision within well-defined instructions and established procedures. Work is closely supervised. The representative works with customers and internal teams to support sales, order processing, product information, shipment coordination, issue resolution, and customer satisfaction. The position also includes training new customer service/inside sales representatives and supporting ongoing business needs. The company notes that benefits are effective on day one for full-time direct hires, training programs are available, and career growth opportunities are available. The company is part of a global organization backed by Daikin Industries, Ltd. Qualified applicants must be legally authorized to work in the United States without requiring current or future employer-sponsored work authorization. The company provides equal employment opportunity and complies with applicable federal and state disability regulations.

Requirements

At least 1 year of progressive sales or customer service representative experience.
Extensive knowledge of HVAC equipment/products.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Effective customer service and relationship-management skills across walk-in, phone, and email interactions.
Positive, professional attitude and ability to handle difficult customers and diffuse negative situations.
Good phone and email etiquette.
Ability to handle high-volume customer traffic.
Effective verbal communication, including clearly explaining technical parts information.
Effective written communication, including timely customer emails and accurate order entry.
Effective organizational 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 understand and follow procedures, work instructions, and company policies.
High school diploma or GED equivalent.
Must be legally authorized to work in the United States and not require employer-sponsored work authorization now or in the future.
Must be able to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

HVAC industry experience preferred.
Some college preferred.
HVAC certification preferred.

Responsibilities

Help the Division deliver sales, including new business, by maintaining accounts and communicating product launches, services, supplies, products, and discounts through outbound calls.
Provide customer service in person, by phone, and by email.
Handle sales functions including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring order-entry accuracy.
Recommend alternate products based on cost, availability, or specifications when needed.
Obtain and monitor scheduled shipment dates, ensure timely delivery, and expedite shipments as needed.
Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
Generate new and repeat sales by providing product and technical information in a timely manner.
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.
Collaborate with the Branch Manager to resolve problems, maintain customer satisfaction, and follow organizational policies; coordinate resolution with appropriate departments.
Train new customer service/inside sales representatives.
Periodically contact customers to assess satisfaction with the organization, its products, and its 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 keep departments informed and support effective teamwork and service.
Understand and follow work instructions, operating procedures, and company policies.
Participate in additional projects and activities to support ongoing business needs.