Customer Service Representative/Inside Sales Representative, Level 1

The CSR/Inside Sales Representative sells the organization’s products and services for prospective and established customers. Whether face to face, on the phone or through email or fax, the CSR handles customers’ needs by finding out what they need, answering questions, creating solutions and ensuring a smooth and quick sales process. Must be knowledgeable of the organization’s policies, procedures, practices, products and services.
The CSR/Inside Sales
Representative collaborates with Regional Manager or Branch Manager to help drive territory coverage and maintain positive dealer relationships.

Position Responsibilities may include:

• Help the Division deliver on its sales including the new business component
• Provide excellent customer service via face to face, phone calls and
• Execute all aspects of the sales function including order processing,
• Recommend alternate products based on cost, availability or specifications as
• Obtain and monitor scheduled shipment dates to ensure timely delivery and
• Generate new and repeat sales by providing product and technical information
• Educate customers about product terminology, features and benefits in order

Provide accurate information regarding availability of in-stock items.
Assist customers with warranties and returns.
Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution with appropriate departments.

• Periodically reach out to customers to determine satisfaction with the

Maintain records and prepare reports on sales activities.
Expand knowledge of HVAC products and keep current with latest trends within the industry

• Work positively with all levels of management and peers to ensure all areas
• Understand and follow work instructions, operating procedures, and company
• Participate in additional projects/activities to support ongoing business

Nature && Scope:
Works within well-defined instructions
Uses established procedures and works under supervision to perform assigned tasks

• Work is closely supervised

Knowledge && Skills:
Knowledge of HVAC equipment/products is preferred
General Microsoft Office skills (Outlook, Excel, Word) as well as working knowledge of data base applications

• Effective and high-quality Customer Service/Relationship management skills
• Positive, professional attitude, handling difficult customers with ability to

Good phone etiquette and e-mail etiquette
Ability to deal with high-volume customer traffic
Effective verbal skills – must be able to explain fairly technical parts of information clearly

• Written skills – must be able to effectively && timely communicate via e-mail
• Effective organizational skills and time management skills including ability

High level of attention to detail and accuracy
Ability to establish positive working relationships with internal and external customers and employees

• Ability to use good judgment and strong work ethics and integrity on the
• Ability to understand and follow procedures, work instructions, and company

Competency:
Experience:

• 1 – 3 years of progressive sales experience

Education/Certification:

• High School diploma or GED equivalent, some colleges preferred

People Management: No
Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable

Reports To:

• Branch Manager / Supervisor, Customer Service

Pay Range:

• $19-24 per hour

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.