Customer Support Rep

Job Description

Johnstone is growing, and so can you.

• G reet 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 standard operating procedures (SOPs).
• Enter sales orders into Sales Order Entry System and process credit card payments in accordance with SOPs.
• 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 Accoun t 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.

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.

Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service.

• High School or general education degree (G.E.D.)
• Good knowledge of personal computers.
• 1 – 2 years of previous retail / wholesale or customer service experience desired.
• Ability to read, write, and communicate effectively in English is required. Bilingual in Spanish is preferred.

• Safety:
  Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused:
  Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team:
  We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It:
  Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate:
  Embrace and create change that drives continuous improvement and customer-valued solutions.

We offer a competitive wage, in addition to health and wellness benefits including customizable plans for medical, dental, vision coverage, and options for alternative care.

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

Johnstone Supply is North America’s leading wholesale distributor of HVACR equipment, parts, and supplies. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google, and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

EOE & E-Verify Participating Employer.