HVAC R Counter Sales Associate

Company Description

Johnstone Supply Central Texas is a specialty chain providing a wide selection of HVAC & Refrigeration parts, supplies & equipment. The company is focused on helping its team and partners grow and succeed while fostering a positive work environment. Key values include persistence, coachability, helpfulness, taking initiative, enthusiasm, friendliness, and stewardship.

Role Description

Essential Job Results and Responsibilities:

Customer Service Results and Responsibilities

1. Answers incoming telephone calls and greets customers who walk in the store. Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.

2. Assists customers in making product selections by asking questions and actively listening to identify customer needs. Assists with system or product troubleshooting and answering technical questions. Identifies alternate or substitute products to meet customer needs.

3. Researches and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, JXI, and industry and store contacts.

4. Enters sales orders into point-of-sale computer system for invoicing or cash payments. Processes customer returns and warranties following company guidelines.

5. Follows up promptly on all customer requests for information, quotes, alternative parts, and delivery dates. Proactively communicates with customers about any expected delays or issues with their order.

6. Develops good working relationships and rapport with customers. Greets regular customers by name.

7. Maintains the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc.

• Resolves customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.
• Follows company pricing and credit guidelines

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

· Required: High School Diploma or G.E.D and a minimum of two years related experience and/or training in the HVAC/R industry; OR equivalent combination of education and experience.

· Preferred: The above plus 2 years experience as a Sales and Service Associate in the HVAC/R or similar industry.

Job-Specific Knowledge, Skills & Abilities

· Ability to provide consistent, professional customer service.

· Ability to multi-task and maintain focus while prioritizing the needs of several customers at once.

· Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.

· Demonstrated understanding and application of effective sales strategies and techniques.

· Skill in building long term customer relationships.

· Ability to maintain a positive and friendly demeanor.

· General knowledge of HVACR products, concepts and the industry as a whole.

· Skill in proactively communicating (both verbal and written) to establish mutual respect and understanding.

· Math skills, including ability to: add, subtract, multiply, divide; and calculate margins, discounts and percentages.

· Skill in using point-of-sale computer systems to locate information and process transactions.

· Skill in using web-based tools to research product and information.

· Ability to work productively in teams with a wide range of people.

· Ability to work independently with minimal direction.

· Ability to follow written instructions and documented procedures.

Expected Work Behaviors:

· Keeps the company’s best interest in mind when considering or addressing issues.

· Dedication to attending work and work-related functions prepared and on time.

· Maintains a professional personal appearance.

Physical Demands & Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical: While performing the duties of this job, the employee is required to stand and walk on a hard surface for the majority of the workday. The employee is regularly required to reach with hands and arms, climb and balance; stoop, kneel, crouch, or crawl. The employee is frequently required to lift and carry and/or move up to 50 pounds, and occasionally required to lift up to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. The ability to speak and hear sufficiently to provide customer service is required.

• Store Environment:Medium to large store with shelves and bins, most work is performed with telephone, material handling equipment, computer, fax, printer and in some cases an RF scanner