Ferguson Bolingbrook , IL 60490
Posted 2 months ago
Ferguson is North America's leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry's most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers' complex projects simple, successful, and sustainable.
The Customer Service Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues.
The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner.
This position will self-manage and interact with various associates from other departments. This position will work closely with the Warehouse, Product Development, Purchasing, Brand Experience and Marketing groups as well as senior management.
One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.
Phone Calls: Answering customer calls and assisting with any scenario presented.
Emails: Answering customer emails within 24hrs and assisting with any scenario presented.
Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.
Capture inbound sales when appropriate
Demonstrate excellent customer service skills in resolving customer complaints and questions.
Practice and ensure compliance with company policies and procedures.
Thoroughly understand the Customer Relations manual.
Maintain a professional and positive attitude.
Web Chats: Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.
2+ years' meaningful work experience preferred
Strong written and verbal communication skills with ability to communicate across all levels of the organization
Ability to identify business critical issues quickly and navigate priorities based on last minute changes
Must be well organized, detail-oriented and have excellent time-management skills
Display a high level of integrity and professionalism
Ability to lead and empower individuals and teams
Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
Ability to handle a fast-paced call center environment
Solid understanding or ability to learn Cisco Unified Intelligence Center program
Solid understanding or ability to learn Calabrio program
Ability to be flexible and adaptable as this position often requires multi-tasking
Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families-geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Equal Employment Opportunity and Reasonable Accommodation Information