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.