Customer Experience 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, a Fortune 500 company, 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.

We have job openings in our Inbound Customer Experience Division! Your job will be taking care of the customer - "be the hero" as we say here at Ferguson Home Digital. You will be held accountable for your call quality and performance metrics within service. We expect each and every customer experience representative to be present, invested, and committed to the overall customer experience. The ideal candidate will exhibit superb relationship-building and problem-solving skills while providing exceptional service through sales. An exceptional Customer Experience representative will focus on maximizing opportunities within every interaction to drive revenue and overall company growth. If you identify with any of these qualities, keep reading as we want you to join our team!

This role is approved to be fully remote within the United States in accordance with company policy.

Pay:

Earn a comprehensive compensation package, including:

• Competitive base salary starting at $17.25
• Eligibility for our annual bonus program
• Excellent benefits package

Schedule Requirements:

• This is a full-time role requiring 40 hours per week, scheduled over 5 days.
• Our Operating Hours are:
  • Monday-Friday: 5am-6pm Pacific/8am-9pm Eastern
  • Saturday: 6am-4pm Pacific/ 9:00am-7:00pm Eastern
• Your schedule will fall within these operating hours
• Evening and weekend shifts are common and should be expected
• We use a quarterly Schedule Bid to align business needs with employee shift preferences

Responsibilities:

• Handle inbound call volume, with expectations of taking about 30-35 here post-sales calls/chats per day.
• Provide single call resolution on all calls and handling escalations to the best of your ability.
• Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs.
• Maintain customer records by logging and retaining correct and precise information in Salesforce.com.
• Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow.
• Work with a team of 5-10 Customer Experience representatives.
• Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month.
• Demonstrate strong verbal communication skills with the ability to engage customers.
• Attend all scheduled small group trainings.
• Complete all Brand Sales Trainings each month.

Qualifications:

• High School diploma or equivalent is required.
• Minimum of 1-2 years of experience in a customer-facing, fast-paced, service-related role.
• Proven experience utilizing internal tools and resources to solve customer issues.
• Ability to type 40 WPM for phones and 45 for chat is required.
• Familiarity with Microsoft Office.
• Strong organizational skills.
• Must be highly meticulous and have outstanding interpersonal skills.
• Self-motivated, great teammate, quick learner, detailed and adaptable.

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

Pay Range:

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.

$15.00 - $19.04

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

This role is Bonus or Incentive Plan eligible.

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

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