Customer Experience Representative

1 week ago


Sacramento, United States Build.com Inc. Full time

**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.

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.
- 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**:
$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


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