HVAC Call Center Representative

Call Center Representative

At Johnstone Supply Huestis Meyers Group, our purpose is simple:
Where people win. We partner with our customers, vendors, and team members to create an environment where everyone grows and succeeds together.

As a Call Center Representative, you are the first voice our customers hear and play a critical role in delivering an exceptional experience that builds trust, loyalty, and long-term relationships.

The Call Center Representative is responsible for handling inbound and outbound customer interactions, providing product support, processing orders, and delivering best-in-class customer service. This role requires strong communication skills, attention to detail, and a proactive approach to solving problems and supporting sales growth.

Customer Service & Communication

• Answer inbound calls with professionalism, energy, and accuracy
• Provide exceptional customer service on every interaction
• Respond to customer inquiries via phone, email, fax, and messaging platforms
• Utilize voicemail and call-back systems to ensure timely follow-up
• Maintain proper email etiquette and clear communication

Sales Support & Customer Growth

• Quote customers across all product lines accurately and efficiently
• Offer current promotions, programs, and marketing initiatives on every call
• Educate customers on products, services, and solutions to grow their business
• Promote tools such as Prokeep, website ordering, and mobile app usage
• Conduct outbound calls for events, trainings, and company initiatives
• Identify upsell and cross-sell opportunities

Operations & Systems

• Utilize company platforms including Curri, Whale, email, fax, and Prokeep
• Enter accurate notes on all tickets and customer interactions
• Manage and maintain personal workflow, reporting, and call activity
• Understand urgency levels and prioritize tasks accordingly
• Maintain a clean and organized workspace

Teamwork & Development

• Participate in ongoing training, including JU online and in-person classes
• Attend team meetings and actively contribute feedback
• Collaborate with other departments and branches to support customer needs
• Assist other locations or in-store operations when needed
• Support company initiatives such as lost sales tracking

· Previous customer service or call center experience preferred

· Strong communication and interpersonal skills

· Ability to multitask and manage a high volume of calls

· Comfortable learning new systems and adapting to change

· Detail-oriented with strong organizational skills

· Positive attitude and team-first mindset

· Someone who takes ownership and solves problems without passing them along

· A team player who contributes, participates, and supports others

· A self-starter who is motivated to learn, grow, and improve

· A professional communicator who creates a positive experience for every customer

· Someone who brings energy, accountability, and pride to their role every day

· Consistent attendance and participation in trainings and meetings

· Professional phone presence and communication at all times

· Ability to remain seated for extended periods, with awareness to take breaks and reset as needed

· Adherence to company policies, including workplace and safety guidelines

· Ongoing training and development opportunities

· A supportive team environment focused on growth

· Opportunities to expand your role and career within the company

• Blue Cross Blue Shield Health Insurance (after 90 days)
• Vision, dental and other ancillary programs through Mutual of Omaha (after 90 days)
• Employer Sponsored Life Insurance ($50,000) (after 90 days)
• Employer sponsored Long Term Disability
• 6 Paid Holidays
• Up to 15 days vacation and sick time (after 90 days)
• 401k Plan (3% 100% match, 4-5% 50% match)
• Johnstone University online training
• Johnstone University off-site training