HVAC Call Center Representative - Cincinnati & Dayton, OH Area

Company Info:

Johnstone Supply is a leading wholesale supplier to the heating, air conditioning, and refrigeration industry.  We are currently seeking a high energy, customer solutions-oriented HVAC Call Center Representative for our Cincinnati and Dayton, Ohio service area.

We pride ourselves on our customer service, technical support and professionalism.  We are privately owned and part of the largest wholesale cooperative in the nation. Johnstone provides approximately 60,000 parts to consumers including the latest technology in HVAC/R equipment and motors. Johnstone has 375 stores nationwide and sales of over $1.8 billion with five major distribution centers strategically located throughout the country.  Our company is known for its exceptional service and our employees are known for their technical knowledge.  We have three branches located in greater Cincinnati, four in Indianapolis, one in Dayton, one in Kentucky and one in West Virginia. Currently there are immediate openings due to company expansion and market demand. We are seeking well qualified, enthusiastic people to help us maintain the highest levels of customer satisfaction as we continue to expand our business into the future. 

HVAC Call Center Representative Job Description:

As an HVAC Call Center Customer Solutions Representative (CSR), you will be responsible for serving as first contact for our customers calling any of our branch locations throughout our Cincinnati, Dayton and Indianapolis markets. This position is responsible to fulfill Customer HVAC/R related needs by providing HVAC/R information, products, technical support, special ordering, and solutions for Customers while contributing to a positive team working environment and store profitability. While primarily based in a designated contact center office, the employee may be required to perform similar duties in a sales counter setting while in direct contact with customers.

Essential Duties and Responsibilities:

• Participates in Johnstone Supply solutions center training program.
• Places and receives phone calls with the intent of promoting or selling the company’s products or services.
• Answers calls professionally while projecting a friendly persona.
• Research solutions to customer inquiries using available resources.
• Handle, document, and resolve customer complaints.
• Provide customers with information on available products and services.
• Route calls to necessary parties.
• Manage appropriate queues and follows up with customers as necessary and when instructed.
• Establishes relationships with customers.
• Conduct outgoing calls to customers in order to preserve and grow sales.
• Provide personalized customer service of the highest level.
• Ensures customers have a pleasurable experience dealing with Johnstone.
• Determines customer replacement HVAC/R parts and accessories according to the inspection or verbal/description of the old part/accessory and customer requirements.
• Recommends and orders products not listed in the Johnstone catalog; recognizes products most commonly purchased by customers; resolves commonly-encountered technical problems; addresses complaints and provides solutions.
• Maintains knowledge of HVAC/R fundamentals and product lines by: knowing the function of most products we carry, and where and how they are used; knowing the vendors carried and their respective lines; knowing specific features and benefits of most commonly purchased products; staying informed of new products.
• Processes customer transactions by researching, entering and printing quotes; processing warranties, creates credit invoices; and follows up on will-call backorders (maintains queues)
• Follows the pricing structure established for the store; achieves sales targets; and follows the sales process from start to finish.
• Sustains a team-oriented work environment.
• Embraces the company’s commitment to Continuous Process Improvement (CPI) by communicating to management recommendations to improve efficiency in tasks and processes.
• Performs other tasks or duties as assigned by the branch manager or other solutions center supervisory personnel.

Qualifications:  

HVAC industry knowledge is a great plus, but not mandatory.  To perform this job successfully, an individual must be able to learn and then perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires a High School Diploma or G.E.D.
• Technical Diploma in HVAC/R or work experience of at least two years in the HVAC/R field is preferred
• Two years in a wholesale environment in the HVAC/R industry is preferred
• Customer-oriented individual with the ability and skills to meet, greet and service Customers
• Team player able to achieve established goals and objectives
• Perform basic business math functions of addition, subtraction, multiplication and percentages
• Establish and maintain effective relationships with Customers, other Employees and the general public
• Handle Customer and internal situations in a logical manner and resolve issues resourcefully and tactfully
• Basic computer skills in order to run a point of sale terminal and navigate for solutions
• Pays close attention to detail
• Proficient data entry/keyboard skills
• Good verbal and oral communication skills
• Ability to multitask between operation of phone, computer, and other devices
• Ability to comprehend and interpret basic customer information
• A sound knowledge of telephone etiquette

Benefits:  

• Team-oriented, energetic environment
• Strong benefit package (medical, vision and dental insurance)
• Competitive salary
• Profit sharing
• Strong company values
• Company outings
• 401(k) plan

If you live in greater Cincinnati or Dayton and your experience and abilities are a good match for this position, we would love to hear from you!