Ferguson Enterprises, LLC is hiring a Customer Service Representative to provide life-changing service. You will assist customers with pre- and post-sale questions, basic installations, and problem resolution across multiple channels, with a focus on one-touch resolutions.
What You'll Do
- Ensure all customers are assisted with the goal of one-touch resolution.
- Answer customer calls, emails within 24 hours, and web chats within 10 seconds.
- Resolve warranty issues efficiently and create Return Merchandise Authorizations (RMAs) for orders between 1-90 days old.
- Capture inbound sales opportunities when appropriate.
- Resolve customer complaints and questions with excellent service skills.
- Practice and ensure compliance with all company policies and procedures.
- Maintain a professional and positive attitude.
What We're Looking For
- Strong written and verbal communication skills across all organizational levels.
- Ability to quickly identify critical issues and navigate shifting priorities.
- Excellent organization, detail-orientation, and time-management skills.
- A high level of integrity and professionalism.
- Ability to lead and empower individuals and teams.
- Proficiency in Microsoft Office 365 Suite, especially Teams and Outlook.
- Ability to handle a fast-paced call center environment.
- A solid understanding or ability to learn Cisco Unified Intelligence Center and Calabrio programs.
- Flexibility and adaptability, with the ability to multi-task.
Nice to Have
- 2+ years of meaningful work experience.
Technical Stack
- Microsoft Office 365 Suite
- Cisco Unified Intelligence Center
- Calabrio
Benefits & Compensation
- Compensation: $15.00 - $19.04 per hour
- Health, dental, and vision insurance
- Paid time off and paid parental leave
- Life insurance and 401(k) with company match
- Mental health coverage
- Gender affirming and family building benefits
- Associate discounts
- Community involvement opportunities
Work Mode
This position is open to candidates located in the United States.
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements prohibiting discrimination against qualified protected Veterans and qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
