Customer Service Representative

Job description

The CSR plays a critical role in driving revenue and margin growth across residential and light commercial HVAC equipment and supply sales. This position partners closely with assigned House Accounts and York Dealers, proactively building and maintaining long‑term customer relationships while delivering exceptional service and sales support. The CSR manages and coordinates job orders, including order entry, delivery coordination, and ongoing customer communication. The role is responsible for processing warranty, returns, damaged equipment, hot shot orders and daily customer interactions, while providing product selection guidance, quoting, and order processing. In addition, the CSR serves as a resource within the team, managing workflow, managing SOP's, dealer inventory, while assisting with billing and accounting for our customers. Job Responsibilities: Order entry and shipment tracking Post-sale support as required Facilitate product returns and train customers on warranty processing Other duties as directed Required Qualifications: High School Diploma or equivalent 5+ years of HVAC experience 3+ years of customer service experience Preferred Qualifications: Highly organized with strong attention to detail Excellent verbal and written communication skills Proficiency with Windows and Microsoft Office applications Experience using Salesforce or similar CRM platforms Strong numerical aptitude, including calculations related to discounts, freight, and margin analysis Demonstrated ability to solve practical problems, develop sustainable solutions, and communicate outcomes effectively to customers Equal Opportunity Employer, including disability / veterans *Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date. Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success! York Factory Direct Stores offer the full lineup of York, Guardian, and Hitachi HVAC Products. York FD stores provide high quality and expedient delivery of the company's full line of residential and commercial HVAC ducted and ductless systems, Source One Parts, supplies and components. You will represent one of the leading brands in the HVAC distribution channel for York Factory Direct promoting York & Hitachi's portfolios to assigned accounts. You will also become a member of a highly motivated, winning team, fostering an goal driven and positive culture.