Customer Service Representative
CSR Job description:
- Deliver exceptional customer service by greeting customers promptly and creating a welcoming branch environment.
- Answer incoming phone calls and assist customers with product inquiries, quotes, and order placement.
- Research and identify HVAC parts for customers using available resources and tools.
- Read and interpret parts breakdowns and technical diagrams to accurately identify replacement components.
- Identify parts on HVAC equipment based on model and serial information.
- Provide accurate pricing and inform customers of current promotions, programs, and special offers.
- Monitor inventory levels of key products and maintain stock availability to meet customer demand.
- Source parts and equipment from other branch locations to fulfill customer orders.
- Coordinate with other branches via email and phone to ensure timely delivery of sourced products.
- Properly match HVAC systems with correctly sized replacement equipment and accessories.
- Process and submit warranty claims for returned parts.
- Verify equipment warranty status for customers and contractors.
- Apply discounts and promotions accurately using the appropriate promotional codes.
- Pick, pull, and stage customer orders accurately and efficiently.
- Communicate with factory representatives to ensure parts orders are processed and shipped as required.
- Keep branch personnel informed of upcoming factory shipments and expected delivery dates.
- Read and interpret equipment model numbers to identify product specifications and compatible components.