What are the responsibilities and job description for the Customer Service Representative position at Marcone HVAC?
Marcone is the leading provider of premium solutions, parts and equipment for professionals serving customers on their appliance parts, HVAC, plumbing and commercial kitchen needs. Headquartered in St. Louis, Missouri, Marcone is a multi-billion-dollar enterprise operating out of more than 200 locations throughout North America. Offering unparalleled product breadth, know-how across our national footprint and ease of doing business via leading-edge technology, servicers prefer Marcone because we amplify what they do best: take great care of their clients with speed, reliability and accuracy. Learn more about Marcone at www.marcone.com.
Headquartered in Manchester, New Hampshire, API of NH and Delta T is a distributor of heating and cooling products. Since 1969, they have valued themselves on delivering quality services customers can depend on, offering the best value in heating and cooling products. The company distributes products that include heating, ventilation, air conditioners, generators, furnaces, coils and tools, as well as other heating and cooling machine accessories. API has two sheet metal manufacturing warehouses located in Maine and Manchester, where they produce ducts, spiral pipe, fittings and more. For more information, visit apiofnh.com.
Our Manchester Sheet Metal Shop is looking for a Customer Service Representative (CSR). The CSR works under general direction with minimal supervision. This position provides excellent customer service to customers, vendors, or other callers regarding product specs & features, service information, processing of orders, and other general communication with callers and assigned accounts. The CSR promotes company core values of superior customer service by answering questions and resolving product or service problems in a timely manner. Additionally, this position serves as an ambassador of the company in creating, supporting, and developing valued business relationships.
We are seeking a Customer Service Representative at our Manchester, NH branch, located at 190 Zachary Rd, Manchester NH 03109.
In this role you will:
- Provide excellent customer service through timely customer interaction, problem resolution or escalation with effective and efficient follow-up.
- Promptly respond to customer inquiries via phone, email, text or fax with courtesy in a professional demeanor.
- Conduct personal interactions with customers representative of a company with strong, ethical standards.
- Support valued business relationships in all dealings with related departments aiming to resolve customer and other issues in a timely manner. Approaches peers and customers with a spirit of positive problem resolution.
- Maintain a strong knowledge of all products, services, and promotions.
- Communicates with assigned accounts through phone calls, email, text and fax communication.
- Process customer requests for pricing, information, and availability regarding products.
- Process customer orders for products both in stock and special order.
- Notify customers regarding special orders, backorders, will-calls and deliveries.
- Share pricing and distribute customer price sheets as required.
- Highlight promotions and dealer programs as required based on provided direction and monthly talking points.
- Support Sales staff and Territory Managers by providing quotes, processing orders, and providing information for their customer base in a timely manner.
- Interact with branch staff in a professional manner, working in the best interest of customer relationships.
- Manage personal work productivity consistent with accomplishing job goals, tending to customer needs, and maintaining proficiency in company computers, products, and systems.
- Answer branch overflow telephone calls, routes calls efficiently, and passes messages in an organized manner.
Preferred Job Requirements
- High School diploma or its GED equivalent and some college coursework.
- 7 years’ experience with HVAC, plumbing, customer service, and related functions.
Minimum Job Requirements
- High School diploma or its GED equivalent.
- 6 years' experience with HVAC, Customer Service, and related functions.
- High degree of personal ethics, customer service, and commitment to safety.
- Demonstrated knowledge of MS Office suite applications (Word, Excel, PowerPoint, Outlook)
- Aptitude for mathematical operations and numerical analysis.
- Use computers, photocopiers, scanners, phone systems, and meeting and virtual platform sharing relative to the needs of the job.
- Minimum keyboarding skills of 40 words per minute.
So, what do we offer you? A great life!
- Health care (medical, dental, vision, prescription) available the first day of hire!
- 401k with company contribution
- Life insurance plus short-term and long-term disability
- HSA/FSA options
- Paid vacations, holidays, and personal time
- Employee Assistance Program
- Employee discounts
- And much more!
We provide equal opportunities for all employees and applicants for employment without regard to sex, age, race, religion, national origin, citizenship status, sexual orientation, gender identification, physical or mental disability, or any service, past, present, or future, in the uniformed services of the United States.
All candidates who have received a written offer of employment will be required to undergo background screening and testing for commonly abused controlled substances in accordance with our company’s background check and drug testing policy. Motor Vehicle Record checks are also completed for all candidates who have received a written offer of employment to determine insurability for driving a company vehicle as it relates to the position.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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