Customer Service Representative

Ferguson Enterprises, Inc.; Corona (CA); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

The Minka Group in Corona, CA is seeking a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and issue resolution. You will handle calls, emails, and web chats, guiding customers with a friendly, professional approach and following established procedures.

This hybrid role requires 2+ years of experience, strong written and verbal communication, and the ability to manage multiple tasks in a fast-paced environment while delivering one-touch

Qualifications

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills across all levels.
• Organized, detail-oriented with good time-management.
• Ability to adapt to a fast-paced call center environment.

Responsibilities

• One Touch Resolutions: aim to minimize interactions and resolve issues efficiently.
• Answer phone calls and assist with various customer scenarios.
• Respond to emails within 24 hours.
• Create RMAs for orders 1–90 days old when needed.
• Capture inbound sales when appropriate.
• Engage with web chats within 10 seconds and assist with scenarios.

Skills

Written communication

Verbal communication

Time management

Attention to detail

Organizational skills

Leadership

Tools

Microsoft Office 365 (Teams, Outlook)

Job description

Job Posting: The Minka Group has grown to become a leader in the decorative lighting and fan industries. As a company, we pride ourselves on the quality and workmanship of each and every fixture we produce. With people and distribution operating on two continents, the Minka Group family of businesses is leading the way in product design, knit together by a single level of quality over a broad range of price points. The Customer Service Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner. This is a Hybrid role based out of Corona, CA, in accordance with the Minka Group Flex schedule; 3 days office / 2 days remote.

Responsibilities

One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch. Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average. Phone Calls: Answering customer calls and assisting with any scenario presented. Emails: Answering customer emails within 24hrs and assisting with any scenario presented. Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue. Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons. Capture inbound sales when appropriate. Additional Duties: Demonstrate excellent customer service skills in resolving customer complaints and questions. Practice and ensure compliance with company policies and procedures. Thoroughly understand the Customer Relations manual. Maintain a professional and positive attitude. Web Chats: Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.

Qualifications

2+ years' meaningful work experience preferred. Strong written and verbal communication skills with ability to communicate across all levels of the organization. Ability to identify business critical issues quickly and navigate priorities based on last minute changes. Must be well organized, detail-oriented and have excellent time-management skills. Display a high level of integrity and professionalism. Ability to lead and empower individuals and teams. Proficient in Microsoft Office 365 Suite, especially Teams and Outlook. Ability to handle a fast-paced call center environment. Solid understanding or ability to learn Cisco Unified Intelligence Center program. Solid understanding or ability to learn Calabrio program. Ability to be flexible and adaptable as this position often requires multi-tasking.

At The Minka Group, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

• Pay Range:
• $15.00 - $23.85
• Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
• This role is Bonus or Incentive Plan eligible.
• Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

• 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

The Minka Group® has grown to become a leader in the decorative lighting industry. As a company, we pride ourselves on the quality and workmanship of each and every fixture we produce. With people and distribution operating on two continents, the Minka Group® family of businesses is leading the way in product design, knit together by a single level of quality over a broad range of price points. Our products are available at retail under the brand names Minka-Lavery®, Metropolitan®, Ambience® by Minka-Lavery®, Minka-Aire®, The Great Outdoors® by Minka-Lavery® and George Kovacs® as well as several nationally recognized private label brands. Our competitive advantage lies in: 1. An extensive product line from Chandeliers to Table Lamps, Wall Sconces to Floor Lamps, Mirrors to Wall Art and Decorative Accessories, representing thousands of stocked and catalogued SKU's. 2. Retail partners that include over 2100 independent lighting showroom dealers and national accounts. 3. Manufacturing expertise in a variety of materials including solid brass, wrought iron, cast aluminum, wood, and resin. 4. National distribution centers in Corona, California and Concord, North Carolina economically serving any point in the U.S. within 3 days.