Position title

CSR and Sales Support  (Full-Time/Non-Exempt)   

Scope of Position:
This is position is a direct hands-on Sales Administration support role serving primarily both the RNC – (Residential New Construction) and Replacement Sales departments, with additional support to general office and sales departments.

Perform day-to day administrative support functions for our sales team, internal sales processes, general customer service, and related marketing initiatives and support. 


Administrative Functions:

  • General Customer Service
  • Proper reception, call taking, and routing of all incoming calls.
  • Provide customer courtesy calls as needed for sales support, and adjust schedules as necessary.
  • Work directly with other company CSRs to support any other scheduled service requests.
  • Assist walk-in customers with service requests and over-the-counter sales of common HVAC items such as filters, water panels, registers, and other miscellaneous items.
  • Perform periodic customer follow-up calls or surveys to continuously measure customer satisfaction and department performance. Record comments/feedback, to be reported.
  • Work effectively to satisfy customer needs, requests, and emergencies, which includes being diplomatic and concerned when dealing with unhappy customers and/or confrontational situations.
  • This position’s focus is total customer satisfaction through all aspects of sales and customer service support.
  • This position performs through daily interaction with outside salesmen, internal RNC production staff, and service staff.

Sales Related Activities: (RNC, Replacement Sales, and remodel/additions)

  • Scheduling of all sales estimate appointments for outside salesmen through the use of internal scheduling structure and software.
  • Record and track sales-related data to facilitate departmental operations, measurement, and development. Provide and report on such assignments as requested by General Manager or ownership.
  • Stay abreast of general sales activity, specials, and promotions. Work with salesmen to complete all necessary sales-related paperwork, including but not limited to sales contracts, permit applications, customer and equipment data entry, equipment warranty registration, manufacturer and utility rebates, financing, and installation follow-up and thank-you cards.
  • Daily duties include formal contract generation, equipment tracking and registration, permitting, processing of financing and rebates, appointment scheduling and follow up, replacement sales tracking, sales document maintenance and updates, and invoicing and collections.
  • Work with Accountant regarding contract billing for residential new construction and replacement contracts as well as lien waivers and sales commission tracking and recording.
  • Participate in company required events such as home and trade shows.
  • Able to perform cold calling to support lead generation and maintain required sales call tracking.
  • Be an active participant in department sales meetings as requested.

Marketing Activities

  • Be involved in company marketing initiatives as called upon to support both sales and service efforts.
  • Support sales and marketing through periodic promotional mailers, solicitation letters, and customer calls to actively generate and grow sales.

Position Requirements/Skills:

  • Strong overall Administrative Assistant Skills.
  • Previous sales administrative /marketing support experience desired with knowledge in HAVC field a plus.
  • Excellent computer, office software and information systems application skills.  (This includes strong knowledge of Excel to develop and use spread sheet and graphic applications.)
  • Excellent time management, organization, communication, listening, attention to detail, follow through, planning, scheduling, phone, and selling skills.
  • Ability to learn and use company specific software.
  • Able to do job specific related paperwork, reports and department required record keeping.
  • Able to be an active and positive sales team member and customer oriented.
  • Have exceptional phone skills and maintain a professional presence and develop trust and respect of team members, builders, contractors and direct customers.
  • Able to be self-motivated, multi-task and work under minimal guidance, supervision and follow up.
  • Able to work in a varied, fast-paced, changing environment and accept change positively.
  • Able to work effectively and efficiently with varied levels of personnel, a diverse employee and customer base and occasionally challenging situations.
  • Develop and maintain strong product knowledge as well as keeping abreast of trends within our industry and initiatives of competitors.
  • Able to meet and maintain position availability, productivity, accuracy, quality, deadline and customer service requirements.
  • Be an active participant in department sales meetings as requested.

This position description and its contents are representative and not exhaustive of what may be required of an employee in this position. Dave Droegkamp reserves the right to revise and/or eliminate any position as well as the information contained herein.

Employment Type
Full Time
Duration of employment
Customer Service - General, Admin - Receptionist/Clerical, Sales - Representatives/Service
Job Location
Hartland, WI
Base Salary
$ Not Provided
Date posted
October 24, 2019

3 to 20+ years

Required Security Clearance


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