Customer Service Representative

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.

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.

Responsibilities

Order entry and shipment tracking; Post-sale support as required; Facilitate product returns and train customers on warranty processing; Other duties as directed

Requirements

High School Diploma or equivalent; 5+ years of HVAC experience; 3+ years of customer service experience

Nice to have

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