Job Description
Job Description
Position Summary:
The Customer Service Representative Interacts with customers through telephone, email and personal contact to provide information in response to inquiries about products. Resolves customer questions, complaints and requests, frequently involving some policy interpretation. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Builds and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty.
Why work with us?
- Benefits are effective on day one for all full-time direct hires.
- Training programs are available to help guide team members and develop new skills.
- Growth Opportunities - there are immense opportunities to grow your career.
- You will be part of a Global Company - our family brands are backed by Daikin Industries, LTD.
Position Responsibilities may include:
- Respond to inquiries through telephone, web, email, mail, and/or face to face contact with customers.
- Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes and delivery dates - ensure accuracy of information being entered to guarantee correct item(s) are ordered
- Create, update and maintain customer accounts within our database applications.
- Recommend alternate products based on cost, availability or specifications as needed.
- Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed. Coordinate with manufacturing, sales, distribution and vendors regarding shipments.
- Determine customer requirements and expectations in order to resolve customer issue.
- Serve as a liaison between customers and Goodman Manufacturing.
- Provide accurate and timely follow up to all customers.
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Escalate matters that need immediate attention to the Lead or Supervisor
- 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 the department is effectively working as a team to deliver the highest level of service possible and drive continuous process improvements.
- Follow company policies and procedures.
- Performs other duties as assigned.
Nature & Scope:
- Works within well-defined instructions
- Uses established procedures and works under supervision to perform assigned tasks
- Work is closely supervised
Knowledge & Skills:
- Effective and high-quality Customer Service/Relationship management skills
- Positive, professional attitude, handling difficult customers with ability to diffuse negative situations
- Developing rapport and effective listening skills, good phone and e-mail etiquette
- Professionalism – patience, poise and tact and ability to deal with high volume customer traffic
- Strong working knowledge with Microsoft Office (Outlook, Excel, Word) as well as working knowledge of data base applications including 10 key data entry.
- Effective verbal and written communication skills including business acumen
- Written skills – must be able to effectively and timely communicate via e-mail with customers and accurately process orders and respond to inquiries
- Applies experience and judgment to make decisions or resolve issues within defined options or standard protocols
- Completes a variety of assignments. Typically, recurring tasks and standardized activities. Ability to recognize if deviation from accepted practice and procedure is required.
- Develops knowledge in areas of specialization and applies basic knowledge of set procedures and processes pertaining to own area. Current knowledge of HVAC, Duct, Fiberglass and/or HVAC Services is preferred
- Effective organizational skills and time management skills including ability to prioritize and multi-task and ability to work with a sense of urgency
- High level of attention to detail and accuracy
- Ability to analyze and interpret data
- Good math skills – to ensure calculations are accurate
- Ability to use good judgement and strong work ethics and integrity on the job
- Ability to establish positive working relationships with internal and external customers and employees
- Ability to understand and follow procedures, work instructions and company policies
Experience:
- 5 plus years of progressive experience preferably within similar industry
Education/Certification:
- High School diploma or GED equivalent.
- Vocational training or some college preferred
Physical Requirements/Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations
Reports To:
- Supervisor, Customer Service
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
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.