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Customer Service Representative

Company: Ferguson
Location: Newport News
Posted on: June 9, 2021

Job Description:


Job Title: Customer Experience Representative


A little about is the worldas largest digital commerce home improvement retailer. We offer our customers the best selection of lighting, faucets, sinks, door & cabinet hardware, appliances, decor, flooring, and much more. We compete directly with industry giants, like Loweas, Home Depot and Wayfair, by having trained project experts in our contact center to best suit our customers and the ability to sell complex products online through our website. employs more than 650 people at our headquarters in Chico, California and has expanded into a second location in Atlanta, GA.



We have job openings in our Inbound Customer Experience Division! Your job will be taking care of the customer - abe the heroa as we say here at 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!


What are you going to do:

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 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.


What are you going to bring to the table:

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 detail-oriented and have superior interpersonal skills. Self-motivated, team player, quick learner, systematic and adaptability.

Keywords: Ferguson, Newport News , Customer Service Representative, Other , Newport News, Virginia

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