HVAC Customer Service Counter Representative

Daikin•Ocala, FL

2d•Onsite

About The Position

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for an HVAC CSR/Inside Sales Representative position in its branch operations group at the Orlando, Florida branch. The representative sells the organization’s products and services to prospective and established customers and assists customers at the counter, by phone, email, or fax. The role involves identifying customer needs, answering questions, developing solutions, and ensuring a smooth, timely sales process while meeting established sales quotas. The representative must know the organization’s policies, procedures, practices, products, and services. The position works within well-defined instructions and established procedures, under close supervision. It supports sales, customer service, order processing, product education, delivery coordination, customer satisfaction, and branch operations. The role also trains new customer service/inside sales representatives and contributes to additional projects as needed. Benefits are effective on day one for full-time direct hires. Training programs and career growth opportunities are available, and the company is part of a global organization backed by Daikin Industries, Ltd.

Requirements

At least 1 year of progressive sales or customer service representative experience.
Extensive knowledge of HVAC equipment and products.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Effective customer service and relationship management skills in person, by phone, and by email.
A positive, professional attitude and the ability to handle difficult customers and diffuse negative situations.
Good phone and email etiquette.
Ability to manage high-volume customer traffic.
Effective verbal communication skills, including the ability to explain fairly technical information clearly.
Effective written communication skills, including timely customer email communication and accurate order entry.
Effective organizational and time-management skills, including the ability to prioritize and multitask.
Strong 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.
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, new products, and discounts through outbound calls.
Provide customer service face to face, by phone, and by email.
Execute sales activities, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accurate order entry.
Recommend alternate products based on cost, availability, or specifications.
Obtain and monitor scheduled shipment dates, ensure timely delivery, and expedite shipments as needed.
Coordinate shipments 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 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 company policies; coordinate resolutions with appropriate departments.
Train new customer service/inside sales representatives.
Periodically contact customers to assess satisfaction with the organization, products, and services.
Maintain records and prepare reports on sales activities.
Expand knowledge of HVAC products and keep current with industry trends.
Work positively with management and peers to coordinate work across areas and departments and deliver a high level of service.
Understand and follow work instructions, operating procedures, and company policies.
Participate in additional projects and activities to support ongoing business needs.