Customer Service Representative

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

The Customer Service Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner.

This position will self-manage and interact with various associates from other departments. This position will work closely with the Warehouse, Product Development, Purchasing, Brand Experience and Marketing groups as well as senior management.

This role is approved to be fully remote and can be based anywhere in the United States.  

Schedule:

M-F 8am - 5pm

Responsibilities:

• One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
• Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.
• Phone Calls: Answering customer calls and assisting with any scenario presented.
• Emails: Answering customer emails within 24hrs and assisting with any scenario presented.
• Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
• Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.
• Capture inbound sales when appropriate.

Additional Duties:

• Demonstrate excellent customer service skills in resolving customer complaints and questions.
• Practice and ensure compliance with company policies and procedures.
• Thoroughly understand the Customer Relations manual.
• Maintain a professional and positive attitude.
• Web Chats: Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.

Qualifications:

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills with ability to communicate across all levels of the organization.
• Ability to identify business critical issues quickly and navigate priorities based on last minute changes.
• Must be well organized, detail-oriented and have excellent time-management skills.
• Display a high level of integrity and professionalism.
• Ability to lead and empower individuals and teams.
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook.
• Ability to handle a fast-paced call center environment.
• Solid understanding or ability to learn Cisco Unified Intelligence Center program.
• Solid understanding or ability to learn Calabrio program.
• Ability to be flexible and adaptable as this position often requires multi-tasking.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information