Customer Service Representative

Job Posting:

At James Martin Vanities, our designs start with quality materials and century-old construction techniques. We know that our customers treasure their individual style, and we design each piece to allow the flexibility to make the design yours. Building quality furniture is our focus. Designing furniture pieces that make your bathroom come alive is our passion.  

The Customer Service Representative is responsible for assisting all customers with purchases, pre/post-sale questions, basic installations, and problem resolutions, in a timely manner.  Typical activities include the receiving of emails and phone calls, delegation of daily work, assisting with escalated customer needs, communicating with Customer Care leadership.  The Representative should focus on following guidelines and using their time effectively. The Customer Service Representative will be directly responsible for participating in Customer Care ensuring that James Martin Vanities customers are afforded the best possible service, while supporting business and sales initiatives through effective and efficient performance of self.

The Customer Service Representative will interact with various Managers from all other department groups to ensure customer needs are met. The Customer Service Representative reports to the Customer Success Manager of James Martin Vanities. This role is approved to be either Remote within the United States or Onsite for associate in South Bend, IN, in accordance with company policy.

Responsibilities:

• Ensuring customer satisfaction with our products and services
• Communication to Customer Care leadership when additional support is needed
• Strategizing daily work for efficiency gains
• Assisting with escalated customer concerns
• Assist customers in the selection and purchase of product
• Answer post-sale customer questions about product, policy and/or services 
• Resolve and de-escalate customer complaints
• Collaborate with other members of the Customer Care Department and cross departmentally to ensure customer satisfaction 
• Continually enhance product knowledge through provided training to promote a professional image
• Maintain quality score and other communicated performance metrics
• Practice and ensure compliance with company policies and procedures
• Any additional duties as assigned by management

Qualifications:

• 4+ years prior customer facing sales or customer service experience
• Attention to detail and ability to work efficiently with accuracy
• Ability to delegate work based on priority and efficiency
• Highly motivated to meet deadlines and provide excellent customer service
• Ability to embrace change
• Ability to organize, prioritize, and multi-task
• Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, etc.)
• Industry experience and market knowledge are preferred

At James Martin Vanities, 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