Customer Experience Specialist

FERGUSON; South Bend (IN); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental plan

Vision plan

Paid time off

Life insurance

401(k) matching

Mental health coverage

Parental leave

Employee discounts

Job summary

Ferguson Enterprises, LLC is seeking a Customer Service Representative to assist customers with pre- and post-sale questions, basic installations, and issue resolution across phone, email, and web chat. This role will self-manage and collaborate with several departments to ensure timely, one-touch resolutions.

The position requires 2+ years of experience, strong communication skills, and proficiency with Microsoft Office 365 (Teams and Outlook). Competitive benefits accompany the role.

Qualifications

• 2+ years’ meaningful work experience preferred.
• Strong written and verbal communication skills across all levels.
• Identify business issues quickly and adapt to changes.
• Organized, detail-oriented with good time management.
• Professional and integrity-driven.
• Ability to lead and empower teams.
• Proficient in Microsoft Office 365 (Teams, Outlook).
• Experience in fast-paced call center environments.
• Familiarity with Cisco UIC and Calabrio is a plus.

Responsibilities

• One Touch Resolutions: resolve customer issues with as few interactions as possible.
• Satisfaction surveys: help reach or exceed group average targets.
• Handle phone calls and assist with scenarios.
• Respond to emails within 24 hours.
• Process warranty orders and RMAs.
• Capture inbound sales when appropriate.
• Engage web chat customers promptly.

Skills

Communication skills

Time management

Customer service

Leadership and empowerment

Microsoft Office 365

Teams

Outlook

Tools

Cisco Unified Intelligence Center

Calabrio

Job description

Ferguson Enterprises, LLC is seeking a Customer Service Representative to assist customers with pre- and post-sale questions, basic installations, and issue resolution across phone, email, and web chat. This role will self-manage and collaborate with several departments to ensure timely, one-touch resolutions.

The position requires 2+ years of experience, strong communication skills, and proficiency with Microsoft Office 365 (Teams and Outlook). Competitive benefits accompany the role.