Customer Experience Representative
New
F
FergusonSupply Chain
Fully remote within the United States, Monday–Friday: 5am–6pm Pacific/8am-9pm Eastern; Saturday: 6am–4pm Pacific/ 9:00am–7:00pm EasternFull-TimeEntry
Salary$15.00 - $19.04 per hour; base salary starting at $18.25
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Job Details
- Experience
- 1-2 years of experience in a customer-facing, fast-paced, service-related role
- Required Skills
- SalesforceMicrosoft OfficeProblem SolvingCustomer serviceServiceNowData entry
Requirements
- High School diploma or equivalent.
- 1-2 years of experience in a customer-facing, fast-paced, service-related role.
- Proven experience utilizing internal tools to solve customer issues.
- Ability to type 40+ WPM for phones and 45+ WPM for chat.
- Familiarity with Microsoft Office.
- Strong organizational and interpersonal skills.
- High level of meticulousness and attention to detail.
- Ability to work evening and weekend shifts.
- Commitment to 40 hours per week over 5 days.
- Ability to adapt to a quarterly Schedule Bid.
Responsibilities
- Handle inbound call volume, with expectations of taking about 30-35 post-sales calls/chats per day.
- Provide single call resolution on all calls and handle escalations.
- Maintain customer records by logging and retaining precise information in Salesforce.com.
- Identify website, process, product page, or post-call inefficiencies and report bugs using ServiceNow.
- Meet monthly performance metrics regarding call quality, calls per hour, schedule adherence, and de-escalation.
- Participate in small group trainings and complete monthly Brand Sales Trainings.
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