Customer Service Representative

#GEM-15734

Raleigh, North Carolina, USA

Full-Time/Part-Time

Full-Time

Job Description

Duties and Responsibilities:

• Answers calls and incoming texts for the Region promptly, while providing industry-leading customer service
• Follow the “know your customer” protocol at all times
• Input customer orders: assist customers in making product selections by asking questions and actively listening to identify customer needs. Suggest alternatives and additional products based on customer needs and promotions available.
• Input order at locations that is most convenient for the customer.
• Use tools and knowledge to service customer needs on the first call. (Discern when customer issue needs to be escalated)
• Research and source products for customers using a variety of tools, including calling sales centers to ensure product availability.
• Provide pre-order and post order support; order management from the point of entry to invoicing.
• Follow up promptly on all customer requests for information, quotes, alternative parts and pickup/delivery dates. Document accurately the reason for customer calls as well as resolution.
• Provide customers with self-help tools for future needs. ie: Gemaire.com
• Proactively communicate with customers about any expected delays or issues with their order.
• Assist customers with online warranty process.
• Understand and promote ongoing sales initiatives.
• Maintains knowledge of new and existing products and inventory by participating in training, reviewing catalogs, web-sites and internal resources
• Work closely with vendors, credit and sales departments to provide high customer service.
  
  

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

Required Qualifications

• High School Diploma or equivalent with 2+ years of Counter Sales, Call Center or Customer Service experience; or Associates Degree with 1+ year of Counter Sales, Call Center or Customer Service experience
• Must have strong customer service soft skills
• Must be well-organized, detail-oriented, and have good computer/data entry skills; should be proficient in MS Office applications (Word, Excel, Outlook).
• Must possess the ability to problem-solve and multi-task
  
  

Preferred Qualifications

• HVAC experience is highly desired
• Bilingual preferred
  
  

Work Schedule Monday-Friday 7:30 am-4:30 pm

Physical Demands Demand Frequency

Sedentary – Lifting 0-10 pounds Occasional

Light Lifting – 10-20 pounds Occasional

Moderate Lifting – 20 to 50 pounds Never

Heavy Lifting – 50 to 100 pounds Never

Pulling/Pushing, Carrying Occasional

Reaching or working above shoulder Occasional

Walking Frequent

Standing Frequent

Sitting Constant

Stooping Never

Kneeling Never

Repeated Bending Never

Climbing Never

Desk Work/Computer use/Telephone use Constant

Operating a motor vehicle Never

Operating a commercial vehicle Never

Operating warehouse equipment, forklift, baseloid lift etc Never

Other – Talk, Drive, visit customers etc. Frequent

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.

Requirements

Subsidiary: Gemaire Distributors

Business Title: Customer Service Representative

Objective

Looking for a Cool Job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? The Customer Service Representative is responsible for providing support to the Sales team and Sales Center. The ultimate goal of this role is to serve as a liaison between the company and its customers regarding product availability, delivery, order entry, order status and problem resolution.