Customer Service Representative

Gemaire Distributors; Town of Florida (NY); On-site; USD 33,000 - 52,000; Full time

Job summary

Gemaire Distributors in Doral, FL is hiring a Customer Service Representative to support the Sales team in a fast-paced HVAC environment.

You will handle order entry, respond to inquiries, and coordinate delivery dates while promoting products and warranty information. The role requires strong communication, organization, and MS Office skills, with a Monday–Friday on-site schedule.

Qualifications

• High School Diploma or equivalent with 2+ years of Counter Sales, Call Center or Customer Service experience or an Associates Degree with 1+ year experience.
• Strong customer service soft skills and ability to problem-solve.
• Organized, detail oriented and proficient in MS Office applications (Word, Excel, Outlook).
• Ability to multi-task and manage multiple customer inquiries efficiently.

Responsibilities

• Input customer orders and assist with product selections to identify customer needs.
• Answer calls and texts promptly and provide industry-leading customer service.
• Input orders at convenient locations and ensure first-call resolution when possible.
• Research products using various tools and coordinate with sales centers for availability.
• Manage orders from entry to invoicing and handle pre/post order support.
• Follow up on information, quotes, delivery dates and escalations as needed.
• Promote self-help tools (e.g., Gemaire.com) and ongoing sales initiatives.
• Document call reasons and resolutions accurately and communicate delays proactively.
• Collaborate with vendors, credit and sales departments to maintain high service levels.

Skills

Customer service

Communication

Multi-tasking

Detail oriented

Organized

MS Office

Education

High School Diploma or equivalent

Associates Degree

Tools

MS Office

Job description

#GEM-16221

Doral, Florida, USA

Full-Time/Part-Time

Full-Time

Job Description

• 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 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
• Bilingual preferred

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.

Requirements

1. Subsidiary: Gemaire Distributors
2. 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.