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 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 Build.com. 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 either Remote within the United States or Hybrid for associates in Chico, CA, in accordance with company policy.

Responsibilities:

• Responsible for handling inbound call volume, with expectations of taking about 40 - 50 post-sales calls/chats per day.
• Single call resolution on all calls and handling escalations to the best of your ability.
• Responsible for maintaining excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs.
• Maintaining 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 Zendesk/JIRA.
• Work with a team of 15-20 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 …