Note: The job is a remote job and is open to candidates in USA. Ferguson is a Fortune 500 company that provides quality supplies across various industries. They are seeking a Customer Service Representative to assist customers with pre/post-sale questions, installations, and problem resolutions, ensuring excellent customer service and support.
Responsibilities
- Effectively utilize Customer Relationship Management through Salesforce CRM and via phone
- Demonstrate excellent customer service by answering calls from internal and external customers for general information, addressing and resolving concerns or questions
- Identify and escalate priority issues to appropriate channels
- Provide website support including troubleshooting issues and administer guidance on website features
- Provide both pre and post order support for our Ferguson.com guest customers
- Actively seek opportunities to enhance processes and improve customer satisfaction
- Contribute to achieving or surpassing team goals and targets
- Maintain reliable transportation to work in-office and ensure stable internet when working remote
- Adhere to company policies, procedures and guidelines related to customer service, data privacy and security
Skills
- Must possess strong communication skills, including the ability to read, write, comprehend, and compose professional emails
- Able to manage time, priorities, and workload both independently and with supervision
- Demonstrate reliability, punctuality, and consistency
- Exhibit a high level of integrity and professionalism in all interactions
- Capacity to quickly learn company systems, platforms and processes
- Skilled in digital literacy including Microsoft Office, Salesforce experience a plus
- Customer service experience preferred
Benefits
- Health, dental, vision, paid time off, life insurance and a 401(k) with a company match
- Mental health coverage
- Gender affirming and family building benefits
- Paid parental leave
- Associate discounts
- Community involvement opportunities
- Bonus or Incentive Plan eligible
Company Overview
Since 1953, Ferguson has been a leading source of quality supplies for a variety of industries. It was founded in 1953, and is headquartered in Newport News, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.ferguson.com/.