Customer Service Pro: One-Touch Support & Growth

Ferguson Enterprises, Inc.; United States; On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

401(k) with company match

Parental leave

Employee discounts

Mental health benefits

Job summary

Ferguson Enterprises seeks a Customer Service Representative to assist customers with pre/post‑sale questions, basic installations, and issue resolutions. You will handle calls, emails, and web chats, aiming for one-touch resolutions and timely follow‑ups.

Responsibilities include responding within 24 hours, processing warranty orders, RMAs, and capturing inbound sales when appropriate. Strong communication and Microsoft 365 skills are essential in a fast-paced environment.

Qualifications

• 2+ years of meaningful work experience preferred.
• Strong written and verbal communication across all levels.
• Ability to identify business critical issues quickly and adapt priorities.
• Must be well organized, detail‑oriented and manage time effectively.
• Demonstrate integrity and professionalism.
• Ability to lead and empower individuals and teams.
• Proficient in Microsoft Office 365, especially Teams and Outlook.
• Experience in fast-paced call center environments.
• Understanding or ability to learn Cisco Unified Intelligence Center.
• Understanding or ability to learn Calabrio.

Responsibilities

• One Touch Resolutions: resolve with minimal interactions.
• Meet satisfaction survey goals with management guidance.
• Answer customer phone calls and assist across scenarios.
• Respond to emails within 24 hours and assist accordingly.
• Resolve warranty orders with minimal items needed.
• Create RMAs for orders 1–90 days old as needed.
• Capture inbound sales when appropriate.

Skills

Customer service

Communication

Time management

Detail oriented

Integrity

Team leadership

Microsoft Office 365

Call center experience

Cisco Unified Intelligence Center

Calabrio

Tools

Cisco Unified Intelligence Center

Calabrio

Job description

Ferguson Enterprises seeks a Customer Service Representative to assist customers with pre/post‑sale questions, basic installations, and issue resolutions. You will handle calls, emails, and web chats, aiming for one-touch resolutions and timely follow‑ups.

Responsibilities include responding within 24 hours, processing warranty orders, RMAs, and capturing inbound sales when appropriate. Strong communication and Microsoft 365 skills are essential in a fast-paced environment.