Heat up your career and join a leading HVAC Manufacturer as an Account Representative!

 

Position Summary:

The Account Representative will play a critical role in supporting distributors by providing exceptional customer service in a high-volume, fast-paced call center environment. This position involves handling inbound calls, processing parts orders, providing technical support, and resolving customer inquiries. The Account Representative will be responsible for managing a variety of customer interactions, building strong business relationships, and ensuring customer satisfaction and first-call resolution. Success in this role requires a high level of customer care, strong problem-solving abilities, and the ability to handle multiple tasks effectively.

 

Key Responsibilities:

Customer Support:

Provide outstanding customer service to distributors, assisting with parts selection, order processing, pricing inquiries, and availability checks.

Expedite delivery requests and provide timely follow-up to ensure customer satisfaction.

Offer dispute resolution and limited technical support for HVAC-related issues.

Address inquiries from distributors about product specifications, lead times, and order status in a professional and courteous manner.

Account Management & Interaction:

Manage all account interactions through inbound calls, ensuring that each customer receives responsive and accurate information.

Communicate effectively with distributors, including service managers and parts counter personnel, to ensure a positive customer experience.

Build and maintain strong relationships with distributors and sales managers by providing superior service and proactive support.

Collaboration with Internal Teams:

Work closely with internal departments, including distribution and logistics, to resolve customer opportunities and meet customer needs.

Collaborate with internal teams to address customer feedback, implement process improvements, and resolve any service-related issues.

Documentation & Reporting:

Accurately document all customer interactions, including inquiries, orders, and issue resolutions, in the Customer Relationship Management (CRM) system (Salesforce experience preferred).

Manage reports related to orders, inventory status, and customer follow-ups, ensuring timely and accurate updates.

Problem Resolution & Process Improvement:

Utilize strong analytical and problem-solving skills to address customer concerns and find creative solutions to issues.

Actively contribute to departmental Carrier Excellence Activities, aiming to improve customer service processes and outcomes.

Handle between 60-70 phone calls/cases per day, while maintaining a positive attitude and ensuring first-call resolution.

Adaptability & Flexibility:

Demonstrate flexibility in handling seasonality and changing business demands, adjusting to fluctuating call volumes and priorities.

Minimum Qualifications:

High School Diploma or GED.

 

Key Qualifications:

CRM & Call Center Tools Knowledge: Working knowledge of call center tools such as CRM software and phone systems (Salesforce experience is a plus).

HVAC Knowledge: Familiarity with residential and commercial HVAC systems and the ability to interpret basic technical drawings is desirable.

Technical Systems: Working knowledge of SAP, Salesforce, PIC, and Windchill systems is preferred.

Customer Service Skills: Proven ability to provide exceptional customer service, resolve issues efficiently, and handle multiple customer inquiries daily.

Strong Communication Skills: Excellent written and oral communication skills to interact effectively with customers and internal teams.

Proficiency in MS Office: Strong proficiency in Microsoft Word and Excel for document creation and reporting.

Analytical Skills: Strong attention to detail with an ability to analyze data and identify patterns to resolve issues.

Organizational Skills: Ability to multitask, prioritize work, and manage time effectively in a fast-paced environment.

Problem-Solving Skills: Creative problem-solving ability with a focus on customer satisfaction and first-call resolution.

Adaptability: Ability to adapt to changing business needs and customer demands.

Bilingual Skills (Preferred): Spanish language skills are a plus.

 

Shift Information:

Standard working hours between 8:00 AM and 6:00 PM, Monday through Friday. Specific shift will be determined at the time of offer.

No travel required.

Pay Details: $22.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance ActLos Angeles City Fair Chance OrdinanceLos Angeles County Fair Chance Ordinance for EmployersSan Francisco Fair Chance Ordinance