Customer Service Specialist — One-Touch Resolution

Ferguson Enterprises, Inc.; South Bend (IN); Hybrid; USD 21,000 - 34,000; Full time

Job summary

Ferguson Enterprises, Inc. in South Bend, IN is hiring a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and problem resolutions. You will manage calls, emails, and web chats, aiming for one-touch resolutions and timely follow-ups.

The role requires strong communication, organization, and the ability to work in a fast-paced call center. Training and benefits are provided for career growth.

Qualifications

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills with ability to communicate across all levels of the organization.
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook.
• Ability to handle a fast-paced call center environment.
• Detail-oriented with excellent time-management skills.
• Ability to lead and empower individuals and teams.

Responsibilities

• One Touch Resolutions: ensure customers are assisted in the fewest interactions.
• Phone Calls: answer customer calls and assist with scenarios presented.
• Emails: respond within 24hrs and assist with scenarios presented.
• Warranty Orders: resolve issues by supplying the fewest items necessary.
• RMAs: create RMAs for orders 1–90 days old when needed.
• Capture inbound sales when appropriate.
• Web Chats: engage with web customers quickly and assist with scenarios.

Skills

Communication skills

Time management

Detail oriented

Integrity and professionalism

Leadership

Tools

Microsoft Office 365 Suite (Teams & Outlook)

Cisco Unified Intelligence Center

Calabrio

Job description

Ferguson Enterprises, Inc. in South Bend, IN is hiring a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and problem resolutions. You will manage calls, emails, and web chats, aiming for one-touch resolutions and timely follow-ups.

The role requires strong communication, organization, and the ability to work in a fast-paced call center. Training and benefits are provided for career growth.