Customer Experience Representative

Job Posting:


At Build with Ferguson, creative thinking and collaboration are the keys to our success, and we're looking for individuals who want to grow with us. The Build with Ferguson team is committed to helping our customers make every project a success. Our mission is to simplify home improvement by providing a best-in-class shopping experience, the best selection of products from top brands, and exceptional customer service. Build with Ferguson has access to the strongest distribution network in America, so we can get you what you need, when you need it



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 associate in Chico, CA or Newport News, VA, 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 trainings.


• We are open 7 days a week 5am-7pm (M-F) 6am-4pm (SU)


• Weekend shifts are required on an as needed basis.


• Complete all Brand Sales Trainings each month.

Qualifications:

• High School diploma or equivalent is required.


• 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 the Microsoft Office and Google Office suites.


• Strong organizational skills.


• Must be highly meticulous and have outstanding interpersonal skills.


• Self-motivated, great teammate, quick learner, detailed and adaptable.

Pre-employment drug and background screening required



Build with 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. Build with 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!


#Li-Remote

Pay Range:

Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

$15.00 - $19.04

Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

This role is Bonus or Incentive Plan eligible

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.



Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.




Equal Employment Opportunity and Reasonable Accommodation Information