Customer Service Representative

Surplus City LLC; New York (NY); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company in the HVAC surplus industry is seeking a Customer Service Representative to handle both inbound and outbound customer calls. The role involves managing customer inquiries, processing orders, and ensuring high-quality service. Ideal candidates have experience in customer service, great communication skills, and the ability to support a fast-paced sales environment.

Qualifications

• 1+ years in Customer Service or related field at a Direct-to-Consumer company.
• Availability to work Monday-Friday and occasional Saturdays.
• Familiarity with HVAC products preferred but training is available.

Responsibilities

• Answer calls during shift hours and assist customers.
• Process orders and handle customer complaints.
• Work with sales and finance teams to resolve issues.

Skills

Excellent communication skills

Proficiency with computers

Experience with customer calls

Tools

Microsoft products

Company’s ERP system

Job description

Location

Indianapolis, IN

** Company Overview**

We are your premier HVAC overstock & surplus partner!

From a small two-person operation started in Lebanon, Indiana in 1975, we have grown into an industry necessity with over 240,000 sq ft of warehouse space filled with new brand-name heating, air conditioning, and refrigeration equipment and parts. We supply wholesalers, exporters, manufacturers, contractors, house flippers, and property managers as well as homeowners both locally and worldwide with this high-quality product to meet their HVAC needs. Whether customers purchase in-person from one of our wholesale showrooms or order online and have their items shipped, we strive to offer friendly and efficient customer service to match our inventory with our customer’s needs.

www.surpluscityliquidators.com

** Job Brief**

The successful Customer Service Representative (CSR) is responsible for handling customer calls both inbound and outbound, answering customer questions about their orders, entering and processing orders, handling customer complaints, and resolving order-related issues. The role is in person based in our Indianapolis office.

** Responsibilities**

• Answer calls during shift hours
• Usher orders through the system, including checking for unbilled orders at the end of each day
• Assist customers with questions and complaints including shipment status, billing questions, items arrived damaged, didn’t receive the right thing, warranty, etc…
• Enter and process orders when customers know what they want
• Handle payment and fraud issues related to orders
• Handle invoicing at the end of each day
• Become a sales tax and Avalara subject matter expert for the company, ensuring all sales tax exempt forms are collected and uploaded and all customer information is kept up-to-date in Avalara
• Work with Finance team to resolve open Accounts Receivable issues at the end of each month including open credits
• Ensure customer records are accurate in the system, including updating contact information and ensuring records match across all systems
• Communicate and work in partnership with Operations and Internal/External Sales teams
• Support Sales team as needed
• Adhere to company policies and procedures as detailed in the Employee Handbook and company SOPs
• Maintain a safe, orderly, and clean working environment
• Ensure records are maintained appropriately
• General Office Duties such as scanning, printing, filing
• Other tasks as assigned

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** Requirements & Qualifications**

1+ years in Customer Service or related field at a Direct-to-Consumer company

• Excellent communication skills
• Proficiency with computers and Microsoft products
• Experience with inbound and outbound customer calls
• Availability to work Monday-Friday 7:30 a.m. to 4:30 p.m. or 8:00 a.m. to 5:00 p.m., and occasional Saturdays from 8 a.m. to 1 p.m.
• Any familiarity with HVAC products, installations, and services is preferred but training is available
• Operate a computer and navigate the company’s ERP system
• Sit in an office setting for an extended period of time
• Communicate effectively via phone and email to answer customer questions

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** This job requires the ability to:**