Customer Service Representative

Ferguson; United States; Hybrid; USD 21,000 - 26,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) with company match

Parental leave

Job summary

Ferguson is hiring for a customer support role that emphasizes learning, critical thinking, and collaborative problem solving. You will handle inbound calls, guide customers through Ferguson.com features, and place orders while maintaining expert product knowledge.

The position rewards reliability, integrity, and proactive process improvement. The role offers remote work within the United States or a Newport News, VA hybrid arrangement, with emphasis on multitasking and strong communication to

Qualifications

• 1-2 years of Trilogie experience and manual order placement.
• Understanding of Ferguson blended products.
• Must possess strong communication skills, including the ability to read, write, comprehend, and compose professional emails.
• Able to manage time, priorities, and workload both independently and with supervision.
• Demonstrate reliability, punctuality, and consistency.
• Exhibit a high level of integrity and professionalism in all interactions.
• Skilled in digital literacy including Microsoft Office, Salesforce experience a plus.

Responsibilities

• Effectively utilize Customer Relationship Management through Salesforce CRM and via phone
• Demonstrate excellent customer service by answering calls from internal and external customers for general information, addressing and resolving concerns or questions
• Identify and elevate priority issues to appropriate channels
• Placing orders via inbound phone calls
• Provide website support including troubleshooting issues and administer guidance on website features
• Provide both pre- and post-order support for our Ferguson.com customers
• Actively seek opportunities to enhance processes and improve customer satisfaction
• Contribute to achieving or surpassing team goals and targets
• Ensure stable internet when working remote
• Remote work cannot be used as a substitute for dependent care
• Use all Ferguson provided equipment in a dedicated workspace
• Adhere to company policies, procedures and guidelines related to customer service, data privacy and security

Skills

Trilogie experience

Salesforce experience

Strong communication

Time management

Tools

Microsoft Office

Job description

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

This role is approved to be either Remote within the United States or Hybrid for associate in Newport News, VA, in accordance with company policy.

We’re looking for someone who is eager to learn, thinks critically, and enjoys solving problems as part of a collaborative team. This fast‑paced, ever‑evolving role requires strong multitasking, follow‑up, and organizational skills. Successful candidates demonstrate digital proficiency, strong interpersonal skills, sales acumen, blended product knowledge, and the ability to navigate ambiguity when answers aren’t always clear. You’ll work closely with teammates, building confidence and experience while helping deliver outstanding customer support.

Responsibilities include but are not limited to:

• Effectively utilize Customer Relationship Management through Salesforce CRM and via phone
• Demonstrate excellent customer service by answering calls from internal and external customers for general information, addressing and resolving concerns or questions
• Identify and elevate priority issues to appropriate channels
• Placing orders via inbound phone calls
• Provide website support including troubleshooting issues and administer guidance on website features
• Provide both pre- and post-order support for our Ferguson.com customers

Other Job Duties:

• Actively seek opportunities to enhance processes and improve customer satisfaction
• Contribute to achieving or surpassing team goals and targets
• Ensure stable internet when working remote
• Remote work cannot be used as a substitute for dependent care
• Use all Ferguson provided equipment in a dedicated workspace
• Adhere to company policies, procedures and guidelines related to customer service, data privacy and security

Qualifications:

• 1-2 years of Trilogie experience and manual order placement
• Understanding of Ferguson blended products
• Must possess strong communication skills, including the ability to read, write, comprehend, and compose professional emails
• Able to manage time, priorities, and workload both independently and with supervision
• Demonstrate reliability, punctuality, and consistency
• Exhibit a high level of integrity and professionalism in all interactions
• Skilled in digital literacy including Microsoft Office, Salesforce experience a plus

Benefits and Perks:

• 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: Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

$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.

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