Sales & Customer Service Agent

Customer Service Agent – HVAC

Position Overview

We are seeking a dependable and professional Customer Service Agent to support HVAC customers in a fast-paced office environment. This role is responsible for managing inbound calls, taking phone orders, processing orders across multiple systems, and delivering a high standard of customer service that strengthens customer relationships and reinforces confidence in our business. Strong communication skills, phone experience, and attention to detail are essential.

Reporting Structure

Reports to: Customer Service Lead; Sales & Customer Service Manager

Primary Responsibilities

Customer Communication & Support

• Handle inbound customer calls in a professional, timely, and solution-oriented manner
• Assist customers with order placement, order status updates, and basic product inquiries
• Manage difficult customer situations with professionalism, composure, and accountability
• Provide clear follow-up to customers to ensure expectations are met

Order Processing & Documentation

• Accurately enter and maintain customer orders across front-end and back-end systems
• Process sales orders, packing lists to warehouses, and purchase orders to vendors
• Ensure accuracy in pricing, product selection, shipping methods, and customer details
• Maintain clear, detailed documentation of orders and customer interactions

Internal Coordination

• Communicate effectively with internal teams and vendors to resolve order-related issues
• Utilize internal systems, tools, and resources to support customer needs and complete sales

Required Experience & Qualifications

• Phone-based customer service experience (required)
• Office environment experience (required)
• Customer service experience (required)
• Strong verbal and written communication skills
• Ability to multitask and prioritize in a high-volume setting
• Proficiency with basic office software and order entry systems

Preferred Experience

• HVAC, industrial supply, or technical customer service experience
• Familiarity with ERP systems
• B2B customer service experience

Core Skills & Workplace Expectations

• Reliability & Accountability: Consistent attendance, punctuality, and schedule adherence
• Professional Communication: Clear, accurate, and professional verbal and written communication
• Customer Service Excellence: Courteous, effective interaction with customers, vendors, and coworkers
• Order Accuracy & Attention to Detail: High standards for data accuracy, pricing, and product selection
• Phone Sales Competency: Ability to identify customer needs, recommend appropriate products, and close sales when applicable
• Positive Workplace Contribution: Actively supports a respectful, collaborative, and professional work environment

What We Offer

• Stable, professional office environment
• Training on products and internal systems
• Opportunities for growth within the organization

To Apply

Please submit your resume and a brief cover letter outlining your relevant experience.

Pay: $ $24.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off

Work Location: In person