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 by

helping to maintain accounts through active communication of new product launches, services, supplies and new products sales and or discounts via outbound calls.  

Provide excellent customer service via face to face, phone calls and e-mails.   

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 the correct item(s) are ordered.  

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.  

Generate new and repeat sales by providing product and technical information in

a timely manner.  

Educate customers about product terminology, features and benefits in order to

improve sales and customer satisfaction.  

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

organization, products, and services  

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 and

departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.  

Understand and follow work instructions, operating procedures, and company

policies.  

Participate in additional projects/activities to support ongoing business

needs. 

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 via

walk-ins, phone, and email;  

Positive, professional attitude, handling difficult customers with ability to

diffuse negative situations  

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

with customers & accurately input orders  

Effective organizational skills and time management skills including ability to

prioritize and multi-task  

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 job

Ability to understand and follow procedures, work instructions, and company

policies 

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

accommodations 

Reports To

Branch Manager / Supervisor, Customer Service

 

Pay range: $20-25 per hour

 

Qualified Applicants must be legally authorized for employment in Canada.

Qualified applicants will not require employer sponsored work authorization now

or in the future for employment in Canada.

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.