Customer Service Representative

2 weeks ago

Manchester, New Hampshire, United States Marcone HVAC Full time
About API of NH and Delta T

API of NH and Delta T is a leading distributor of heating and cooling products, serving customers with quality services and products since 1969. Our company values delivering exceptional customer experiences and offering the best value in heating and cooling solutions.

Job Summary

We are seeking a skilled Customer Service Representative to join our team at our Manchester, NH branch. As a key member of our customer-facing team, you will provide exceptional service to customers, vendors, and other callers, ensuring timely and effective communication and problem resolution.

Key Responsibilities
  • Provide excellent customer service through timely and effective communication, problem resolution, and escalation.
  • Respond promptly to customer inquiries via phone, email, text, or fax, demonstrating a professional demeanor and courtesy.
  • Conduct personal interactions with customers that reflect a company with strong, ethical standards.
  • Support valued business relationships by resolving customer and other issues in a timely manner, approaching peers and customers with a positive problem-solving attitude.
  • Maintain a strong knowledge of all products, services, and promotions.
  • Communicate with assigned accounts through phone calls, email, text, and fax communication.
  • Process customer requests for pricing, information, and availability regarding products.
  • Process customer orders for products, both in stock and special order.
  • Notify customers regarding special orders, backorders, will-calls, and deliveries.
  • Share pricing and distribute customer price sheets as required.
  • Highlight promotions and dealer programs as required, based on provided direction and monthly talking points.
  • Support Sales staff and Territory Managers by providing quotes, processing orders, and providing information for their customer base in a timely manner.
  • Interact with branch staff in a professional manner, working in the best interest of customer relationships.
  • Manage personal work productivity, consistent with accomplishing job goals, tending to customer needs, and maintaining proficiency in company computers, products, and systems.
  • Answer branch overflow telephone calls, route calls efficiently, and pass messages in an organized manner.
Requirements
  • High School diploma or its GED equivalent and some college coursework.
  • 7+ years' experience with HVAC, plumbing, customer service, and related functions.
What We Offer
  • Health care (medical, dental, vision, prescription) available the first day of hire.
  • 401k with company contribution.
  • Life insurance plus short-term and long-term disability.
  • HSA/FSA options.
  • Paid vacations, holidays, and personal time.
  • Employee Assistance Program.
  • Employee discounts.
  • And much more.

We provide equal opportunities for all employees and applicants for employment without regard to sex, age, race, religion, national origin, citizenship status, sexual orientation, gender identification, physical or mental disability, or any service, past, present, or future, in the uniformed services of the United States.

All candidates who have received a written offer of employment will be required to undergo background screening and testing for commonly abused controlled substances in accordance with our company's background check and drug testing policy. Motor Vehicle Record checks are also completed for all candidates who have received a written offer of employment to determine insurability for driving a company vehicle as it relates to the position.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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