Customer Service Representative

Job Brief

The successful Customer Service Representative (CSR) is responsible for processing digital orders from our website and/or other digital platforms, customer call returns, taking orders over the phone, and input of new orders. This role will also answer customer questions and handle warranty claims as well as act as a back-up for the Counter Sales Rep as needed. The role is in person, with some remote flexibility possible on an agreed-upon basis.

• Process digital orders via our website, eBay, and/or Amazon as needed
• Return calls and provide freight/shipping estimates on orders the website, eBay, and/or Amazon may be unable to quote directly
• Answer inbound calls to support customers, take new orders, and answer order follow-up questions
• Communicate and work in partnership with Operations and Internal/External Sales teams
• Assist walk-in and online customers by answering questions and providing excellent customer service
• Maintain professional attitude when dealing with customers, sales department, and distribution center employees
• Process payments from customers picking up orders
• Add new customer information, send quotes, and input orders through sales platforms
• Adhere to company policies and procedures as detailed in the Employee Handbook and company SOPs
• Maintain a safe, orderly, and clean working environment
• Ensure records are maintained appropriately
• General Office Duties such as scanning, printing, filing
• Other tasks as assigned

• 1+ years in Customer Service or related field at a Direct-to-Consumer company
• 1+ years of experience handling cash processes with register and safe drop access
• High School Diploma or equivalent
• Excellent communication skills
• Proficiency with computers and Microsoft products
• Experience with inbound and outbound customer calls
• Availability to work Monday-Friday 7:30 a.m. to 4:30 p.m., and occasional Saturdays from 8 a.m. to 1 p.m.
• Any familiarity with HVAC products, installations, and services is preferred but training is available
• Operate a computer and navigate the company’s ERP system
• Sit in an office setting for an extended period of time
• Communicate effectively via phone and email to answer customer questions
• Bilingual (English/Spanish) preferred - able to speak and write fluently in both English and Spanish

• Stand, sit, or walk for extended periods of time
• Operate a computer and navigate the company’s ERP system
• Sit in an office setting for an extended period of time
• Communicate effectively via phone and email to answer customer questions
• Tolerate hot or cold environments
• Ability to operate powered industrial life trucks to push, pull, lift, stack, or move product, equipment, and materials preferred.