Description

Company Profile

Heating, ventilation, and air conditioning product manufacturing; distribution primarily in the United States with some Canadian presence.

Company Summary

Managed through the Riverbend Industries Portfolio, Williams designs, markets, and manufactures quality heating, ventilation, and air conditioning products for residential and business applications. Beginning with gas furnaces in the early, 1900s, Williams has grown to lead the gravity wall furnace market. The company acquired Hydro-Aire/LANCO, a major manufacturer of fan coils and air handlers, in 1986. As a result, Williams now offers more fan coil sizes and configurations than any other HVAC company in all of the United States; the product line was expanded in 1996 to include room console heaters.

Position Summary

The Customer Service Representative (CSR) is responsible for handling inbound customer service and technical inquiries regarding company products. The CSR will also be providing support for assigned Sales Director(s) and a set of company customer accounts. The CSR will inform customers of standard procedures and/or resolution and follow-up, either verbally or in writing, to ensure the highest customer satisfaction.

Primary Responsibilities

• Lead by example with a Safety First mindset in every task
• Responding to inbound calls and e-mail from customers in a timely manner
• Providing price and availability of company products
• Purchase order data entry and sales order backlog management
• Generate product return authorizations (RGAs) as required
• Providing order status and shipment tracking as required
• Provide product and shipping quotes
• Efficiently analyze customer issues and product troubleshooting to provide logical solutions
• Document and track customer issues by defined categories in Formsite
• Respond to consumer review websites
• Keeping up to date on all pricing and company products
• Manage requests from Freshdesk
• Performing other duties as assigned

Requirements

Education, Experience & Qualifications

• Minimum
• High school diploma or general education (GED)
• 2 years’ experience providing customer service in a call center environment 
• Preferred
• Associate degree from an accredited college or technical school
• 2 years of experience with hydronic systems, furnaces, and/or applied HVAC products

Skills & Characteristics

• Robust experience with Enterprise Resource Planning (ERP) system; preference for Oracle’s JD Edwards
• Advanced knowledge of Microsoft Office Suite/Microsoft 365 (ex. Microsoft Excel, Word, Teams, and Outlook)
• Type 40 WPM minimum
• 10-key by touch
• Detail oriented
• Excellent communication skills, both verbal and written
• Strong analytical, research and problem-solving skills
• Self-motivated, flexible, and a team player
• Ability to learn quickly and work independently

Competency Statements

• Accountability & Dependability - Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight
• Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities 
• Customer Focus - Builds and maintains customer satisfaction with the products and services offered by the organization
• Listening – Understands and learns from what others say
• Problem Solving - Resolves difficult or complicated challenges
• Safety Focus - Adheres to all workplace and trade safety laws, regulations, standards, and practices
• Speaking - Conveys ideas and facts orally using language the audience will best understand
• Teamwork – Promotes cooperation and commitment within a team to achieve goals and deliverables