HVAC Counter Sales​/Customer Service- Raleigh

Job Description

Johnstone Supply, an employee‑owned HVAC supply organization, is seeking a new team member to serve customers in the store.

• Answer incoming telephone calls and greet customers who walk in the store, handling multiple requests while maintaining a friendly and professional manner.
• Assist customers in selecting products by asking questions, actively listening, and providing product or system troubleshooting assistance.
• Research and source product for customers using point‑of‑sale computer system, catalogs, and other tools.
• Enter sales orders into the point‑of‑sale computer system for invoicing or cash payments and process customer returns and warranties following company guidelines.
• Follow up promptly on all customer requests for information, quotes, alternative parts, and delivery dates, and communicate proactively about any expected delays or issues.
• Develop good working relationships with customers, greeting regular customers by name.
• Maintain the highest standards in showroom cleanliness and appearance through stocking shelves, housekeeping, and creating displays.
• Resolve customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.
• Follow company pricing and credit guidelines.

• Prepare and issue sales quotes following company guidelines, and follow up on quotes to secure sales.
• Educate customers and prospects about the variety of products available for sale and the benefits of shopping at Johnstone Supply.
• Increase customer satisfaction and store profitability by recommending additional items and promotions.
• Uncover and communicate sales lead information to outside sales staff and management.
• Promote surplus, sale, discounted, and obsolete inventory to maintain proper inventory levels, and communicate unexpected changes in demand and inventory to purchasing or management.

• Proficient conversational English skills, with the ability to read and write in English for data entry, order placement, and related activities.
• Conversational fluency in Spanish is a plus but not required.

• Required:
  
  High School Diploma or G.E.D. and minimum of two years related experience and/or training in the HVAC/R industry, or an equivalent combination of education and experience.
• Preferred:
  The above plus two years of experience as a Sales and Service Associate in the HVAC/R or a similar industry.

• Consistent, professional customer service.
• Multitasking while prioritizing the needs of several customers.
• Problem‑solving skills: listening, interpreting, and meeting others' needs; diagnosing and rectifying problems.
• Demonstrated effective sales strategies and techniques.
• Building long‑term customer relationships.
• Positive and friendly demeanor.
• General knowledge of HVACR products, concepts, and the industry.
• Effective verbal and written communication.
• Math skills, including ability to calculate margins, discounts, and percentages.
• Proficiency with point‑of‑sale computer systems and web‑based tools for product research.
• Ability to work productively in diverse teams and independently with minimal direction.
• Follow written instructions and documented procedures.
• Adequate physical strength and stamina to lift, carry, move, and set down up to 75 pounds.
• Operation of heavy equipment, including delivery vehicles, forklifts, pallet jacks, and order pickers.
• Strict attention to detail.

• Paid training
• Associate discounts
• Monthly lunches
• Employee referral program
• Flexible spending account
• Full‑term and short‑term disability
• Quarterly incentive plan
• Medical, dental, and vision insurance
• Holiday pay
• Paid time off (PTO) including birthday
• 401(k)
• Incentives for Saturday work
• Employee Stock Option Program (ESOP)