About

Duties and Responsibilities

• • Answers calls, incoming texts for the Region in a timely manner, while
• providing Industry leading customer service.
• • Follow the “know your customer” protocol at all times.
• • Input customer orders: assist customers in making product selections by asking
• questions and actively listening to identify customer needs. Suggest
• alternatives and additional products based on customer needs and promotions
• available.
• • Input order at locations that is most convenient for the customer.
• • Use tools and knowledge to service customer needs on the first call. (Discern
• when customer issue needs to be escalated)
• • Research and source products for customers using a variety of tools, including
• calling sales centers to ensure product availability.
• • Provide pre-order and post order support; order management from the point of
• entry to invoicing.
• • Follow up promptly on all customer requests for information, quotes,
• alternative parts and pickup/delivery dates. Document accurately the reason for
• customer calls as well as resolution.
• • Provide customers with self-help tools for future needs. ie: Gemaire.com
• • Proactively communicate with customers about any expected delays or issues
• with their order.
• • Assist customers with online warranty process.
• • Understand and promote ongoing sales initiatives.
• • Maintains knowledge of new and existing products and inventory by
• participating in training, reviewing catalogs, web-sites and internal resources
• • Work closely with vendors, credit and sales departments to provide high
• customer service.
• In addition to the above responsibilities, this individual is held accountable
• for all other duties as assigned. 

• Required Qualifications
• • High School Diploma or equivalent with 2+ years of Counter Sales, Call Center
• or Customer Service experience; or Associates Degree with 1+ year of Counter
• Sales, Call Center or Customer Service experience.
• • Must have strong customer service soft skills
• • Must be well organized, detail oriented and have good computer/data entry;
• should be proficient in MS Office applications (Word, Excel, Outlook).
• • Must possess the ability to problem solve and multi-task
• Preferred Qualifications
• • HVAC experience highly desired.

• Education/Experience:High School Diploma or equivalent with 2+ years of
• Counter Sales, Call Center or Customer Service experience.

• Work Environment Details
• Office Setting Sales Center Office
• Work Schedule:Monday-Friday 7:30am-4:30pm

• Physical Demands Demand Frequency
• Sedentary – Lifting 0-10 pounds Occasional
• Light Lifting – 10-20 pounds Occasional
• Moderate Lifting – 20 to 50 pounds Never
• Heavy Lifting – 50 to 100 pounds Never
• Pulling/Pushing, Carrying Occasional
• Reaching or working above shoulder Occasional
• Walking Frequent
• Standing Frequent
• Sitting Constant
• Stooping Never
• Kneeling Never
• Repeated Bending Never
• Climbing Never
• Desk Work/Computer use/Telephone use Constant
• Operating a motor vehicle Never
• Operating a commercial vehicle Never
• Operating warehouse equipment, forklift, baseloid lift etc Never
• Other – Talk, Drive, visit customers etc. Frequent

• EEO Statement
• Watsco and its subsidiaries are an Equal Opportunity Employer and do not
• discriminate on the basis of age, color , race, religion, disability, sex, or
• national origin. We support a diverse and inclusive workplace where we employ,
• retain, terminate, and otherwise treat all employees and job applicants on the
• basis of merit, qualifications and competence.

• Qualifications

• Business Title: Customer Service Representative
• Objective
• Looking for a Cool Job in a fast-paced environment with a dynamic team
• representing the industry leader in HVAC equipment? The Customer Service
• Representative is responsible for providing support to the Sales team and Sales
• Center. The ultimate goal of this role is to serve as a liaison between the
• company and its customers regarding product availability, delivery, order entry,
• order status and problem resolution.