Customer Service Representative

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

Job Posting:

We realize that our greatest assets are our best-in-class associates, which is why we’re dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with James Martin Vanities. Together, we can continue to lead the industry and help build our nation’s infrastructure from the ground up.

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 position will self-manage and interact with various associates from other departments.

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 James Martin Vanities, 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 - $25.39

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.

Ferguson Enterprises, LLC. is an equal employment employerF/M/Disability/Vet/SexualOrientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information