Customer Experience Representative

Primary Responsibilities

• Manage inbound calls and email activity, direct calls and engage with customers. Increase business by selling and promoting products to customers.
• Receives and processes requests directly from customer for price quotations, purchase orders, order changes, adjustments, and cancellations. Determines customer needs and makes price quotations immediately on standard items. May offer substitute products where appropriate.
• Execute customer outreach programs. Shares market and competitor information with all applicable channels within the organization.
• Process required information in the computer system to ensure accurate credit is given to customer for returned goods by coordinating payment schedules on outstanding balance accounts. Collaborate with credit department concerning credit status of customer for orders when the credit status is in question and/or regarding scheduling information.
• Participates in product meetings, seminars and training schools to enhance and maintain product knowledge.

Qualification Requirements

• Thrives in a fast-paced environment and provides accuracy and timeliness.
• Enthusiastic, energetic, creative, customer-focused professional. Able to prioritize responsibilities, demonstrated time-management and organizational skills.
• Strong verbal and written communication skills, basic math skills, and perform and learn the requirements of the position within assigned training period.
• Effective Team Player, demonstrates confidentiality, and takes initiative.
• Individual must demonstrate flexibility with changes in work schedule, and willing to work overtime and rotation amongst qualified individuals within the branch for evening and weekend response coverage to customer emergency needs.
• Possess strong skills utilizing MS Office applications.

Education/Experience

• Functional knowledge of HVAC/R parts and terminology preferred.
• High School diploma or GED required.
• Exhibits ability to consider all aspects of selling, including vendor relationships, profit and loss concepts and overall profitability goals of the region.
• Professional communication and phone etiquette.
• Ability to organize and prioritize job projects and requirements.
• Must possess aptitude to keep abreast of product applications and technology trends.

Other Skills/Abilities

The requirements listed are representative of the knowledge, skills and/or abilities required.  Ability to perform work requiring lifting and/or physical exertion may be required.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.