Customer Experience Representative

Ferguson
United States
Workplace: RemoteFull timeUSD 15 - 19.04Function: Customer Success & Account ManagementExperience: 1-2 yearsEducation: high_schoolSkills: ["Relationship-building","Problem-solving","Verbal communication","Organizational skills","Teamwork"]

Handle inbound customer calls and chats in Ferguson’s Home Digital inbound customer experience team, resolving issues on first contact while maintaining call quality and performance metrics. Use Salesforce.com to log and retain accurate customer records, and identify website/process/product inefficiencies to report via ServiceNow. Work rotating schedule coverage (including evenings and weekends) and support ongoing brand sales and small-group trainings to maximize customer satisfaction and revenue.

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FursaFursa
Ferguson
Ferguson
4 days ago

Customer Experience Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Handle inbound customer calls and chats in Ferguson’s Home Digital inbound customer experience team, resolving issues on first contact while maintaining call quality and performance metrics. Use Salesforce.com to log and retain accurate customer records, and identify website/process/product inefficiencies to report via ServiceNow. Work rotating schedule coverage (including evenings and weekends) and support ongoing brand sales and small-group trainings to maximize customer satisfaction and revenue.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Handle inbound calls and chats, including post-sales interactions (about 30-35 per day).
  • •Provide single call resolution and handle escalations to resolve customer issues.
  • •Maintain customer service standards using call quality, ownership, and de-escalation metrics.
  • •Maintain customer records by logging and retaining precise information in Salesforce.com.
  • •Identify inefficiencies or bugs related to websites/processes/product pages and report them using ServiceNow.

Pay and Benefits

Salary: USD 15 - 19.04
Perks:Health InsuranceDentalVisionPaid LeaveLife Insurance401kRemote WorkParental Leave

Key Requirements

  • •High school diploma or equivalent.
  • •1-2 years of experience in a customer-facing, fast-paced, service-related role.
  • •Ability to type 40+ WPM for phones and 45+ for chat.
  • •Proven experience using internal tools/resources to solve customer issues.
  • •Familiarity with Microsoft Office and strong organizational and interpersonal skills.
Experience:1-2 yearsCustomer service
Education:High School
Skills:Relationship-buildingProblem-solvingVerbal communicationOrganizational skillsTeamwork
Tech Stack:Salesforce.comServiceNowMicrosoft Office

Company Brief

Ferguson
A major distributor of plumbing, HVAC, waterworks, and industrial products serving residential and commercial construction, maintenance, and repair customers across North America through branches, showrooms, and digital channels.
Industry: Wholesale & Distribution
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Newport News, United States
Founded: 1887
WebsiteLinkedIn