HVAC Counter Sales/Customer Service- Durham

Overview

Johnstone Supply is seeking a new team member. Responsibilities include interacting with customers, entering orders in POS system, and answering calls. The ideal candidate will possess a background in customer service as well as experience in one of the following industries: HVAC, Plumbing, Parts (such as an auto supply store or mechanic), or Electrician.

As a member of the J-Team you’ll have the opportunity to grow your skills in customer service.

When you join Johnstone Supply, you’re joining a community-centered, industry leader whose core mission of Making it Easy for the HVACR Contractor to do Business emphasizes product selection, availability, and eCommerce. Johnstone’s network of over 450 locations proudly partners with Operation Homefront to serve veterans nationwide.

Start your career at Johnstone by clicking to apply below or visiting our career portal

Description

• 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.
• 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.
• 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 .
• Enters sales orders into point-of-sale computer system for invoicing or cash payments. Processes customer returns and warranties following company guidelines.
• 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.
• Develops good working relationships and rapport with customers. Greets regular customers by name.
• 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

Sales Results and Responsibilities

• Prepares and issues sales quotes following company guidelines. Follows up on quotes to secure sales.
• Educates customers/prospects re: the variety of products available for sale and the benefits of shopping at Johnstone Supply
• Increases customer satisfaction and store profitability by proactively recommending additional items a customer might need and promotions that might interest them.
• Uncovers and communicates sales lead information to outside sales staff and management.
• Promotes surplus, sale, discounted and obsolete inventory to customers in order to maintain proper inventory levels. Communicates unexpected increases or decreases in product demand and inventory to purchasing or management.

What we'd like to see in a candidate:

Language Proficiencies:

• Proficient conversational English skills.
• The ability read and write in English, as necessitated for data entry, order placement, reports, or related activities.
• Conversational fluency in Spanish language is big plus, but not required!

Education and Experience:

• Required: High School Diploma or G.E.D and 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
• Adequate physical strength and stamina to repeatedly lift, carry, move, and set down up to 75 pounds.
• Skill in operation of heavy equipment, including delivery vehicles, forklift, pallet jack, and order picker.
• Strict attention to detail

Why we believe you will like it here:
We offer a family working environment with:

• Paid training
• Associate discounts
• Monthly lunches
• Employee referral program
• Flexible spending account
• Full term & short-term disability
• Quarterly Incentive Plan
• Medical, Dental & Vision Insurance.
• Holiday Pay
• Paid Time Off (PTO) Including your birthday
• 401k
• Incentives for Saturday work
• Employee Stock Option Program (ESOP)