Customer Support Representative

Johnstone Supply; Orlando (FL); On-site; USD 28,000 - 38,000; Full time

Benefits offered by this job

Health benefits

401(k) match

PTO

Tuition reimbursement

Life insurance

Disability insurance

Telehealth

Job summary

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, is hiring a Customer Service Representative in Orlando. You will deliver prompt, professional service to contractors, support sales, research products, prepare quotes, and process orders and payments.

The role emphasizes handling high-value customers, warranty claims, and timely responses to inquiries, with opportunities for training and advancement within a fast-paced team.

Qualifications

• Greet customers on the telephone in a prompt, professional and helpful manner.
• Provide prompt, courteous service by listening to the customer’s needs and requests and respond accordingly.
• Handle customer warranty claims and credits by completing documentation per SOPs.
• Enter sales orders into the Sales Order Entry System and process credit card payments per SOPs.
• Answer incoming calls and provide all aspects of customer service: quotes, orders, product research.

Responsibilities

• Calculate refrigeration load requirements for quotes and bids for refrigeration equipment.
• Identify damaged inventory and alert Store Manager for markdown/quick sale.
• Assist counter sales during peak periods or relief as needed.
• Support Account Managers with key customer needs, bids, or quotes.
• Maintain a neat, professional personal appearance.
• Attend product training seminars to acquire knowledge for informed customer service.
• Promote monthly flyers and promotions to customers to boost counter sales.
• Notify supervisor when showroom sales are brisk to adjust staffing.
• Perform other duties to maintain high-level customer service.

Skills

Customer service

Sales support

Product knowledge

Order processing

Warranty handling

Communication skills

Teamwork

Tools

Sales Order Entry System

Job description

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply

Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

Responsibilities

The Customer Service Representative is responsible for delivering prompt, professional, and courteous service to customers. This role supports all aspects of the customer experience, including sales support, technical product research, preparation of sales quotes and bids - particularly for large contractors and key accounts - order processing, pricing, and promotional initiatives. The representative will also manage the unique needs of high-value and key account customers, ensuring a seamless and responsive service experience. Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service.

Qualifications

• Greet customers on the telephone in a prompt, professional and helpful manner.
• Provide prompt, courteous service by listening to the customer’s needs and requests and respond accordingly.
• Handle customer warranty claims, and credit returns in a timely fashion by completing all appropriate documentation, receiving product items back prior to processing of any claims or credits in accordance with standard operating procedures (SOP’s).
• Enter sales orders into Sales Order Entry System and process credit card payments in accordance with SOP’s.
• Answer incoming customer telephone calls and provide all aspects of customer service by: providing quotes or taking sales orders, research products/services and answering general information questions.
• Calculate refrigeration load requirements for quotes and bids for refrigeration equipment.
• Identify damaged inventory and bring this to the attention of the Store Manager for mark-down and quick sale.
• Work the sales counter area during peak periods or for relief of counter sales reps on lunch, as needed.
• Assist Account Managers with Key Customer’s needs, bids, or quotes as requested.
• Maintain a neat, clean and professional personal appearance.
• Attend training seminars on products and services in order to acquire product knowledge in order to provide informed and effective customer service.
• Time permitting – promote monthly flyers and special promotions by calling customers to make them aware of these promotions in order to enhance counter sales.
• Alert immediate supervisor when showroom sales are observed to be brisk so that additional staff can be added to counter to avert long waiting times for customers.
• Perform other duties as requested in order to maintain our high level of customer service through timely and effective teamwork.

Company Values

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and respond quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

Benefit Overview

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

EOE & E-Verify Participating Employer.