HVAC Customer Support & Quotes Specialist

Johnstone Supply, LLC; Orlando (FL); On-site; USD 36,000 - 58,000; Full time

Benefits offered by this job

PTO

401(k) match

Holiday pay

Parental leave

Health/dental/vision

Life insurance

Job summary

Johnstone Supply, LLC, a leading HVACR distributor, is seeking a Customer Service Representative to deliver prompt, professional support to contractors and technicians. You will assist with sales quotes, bids, order processing, and product research while maintaining high service standards.

The role emphasizes handling high-value accounts, promoting promotions, and ensuring accurate documentation and timely responses. Join a team committed to quality service and continuous improvement.

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 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.

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.

Skills

Greet customers

Active listening

Sales support

Phone calls

Order processing

Quotes and bids

Product knowledge

Teamwork

Job description

Johnstone Supply, LLC, a leading HVACR distributor, is seeking a Customer Service Representative to deliver prompt, professional support to contractors and technicians. You will assist with sales quotes, bids, order processing, and product research while maintaining high service standards.

The role emphasizes handling high-value accounts, promoting promotions, and ensuring accurate documentation and timely responses. Join a team committed to quality service and continuous improvement.