Customer Experience Representative

🕒 5 days ago

🇺🇸 United States – Remote

💵 $15 - $19 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ferguson

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🏭 Manufacturing

📦 Logistics

Construction • Manufacturing • Logistics

Ferguson is a leading supplier of plumbing and HVAC products for residential and commercial markets. The company offers a wide range of products including water heaters, plumbing parts, and HVAC systems, as well as various tools and cleaning supplies. Ferguson provides solutions for professionals in the plumbing and HVAC industries, ensuring they have access to the resources and expertise they need for both new construction and remodeling projects.

📋 Description

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

🎯 Requirements

• 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. • Ability to work a schedule within operating hours, including common evening and weekend shifts. • Ability to work 40 hours per week over 5 days.

🏖️ Benefits

• Eligibility for our annual bonus program • Excellent benefits package • Health insurance • Dental insurance • Vision insurance • Paid time off • Life insurance • 401(k) with a company match • Mental health coverage • Gender affirming benefits • Family building benefits • Paid parental leave • Associate discounts • Community involvement opportunities