Customer Service Representative

Ferguson
United States
Workplace: RemoteFull timeUSD 15 - 19.04 hourlyFunction: Customer Support (Service Desk)Skills: ["Communication","Time-management","Customer focus","Integrity","Problem-solving"]

Assist customers with pre- and post-sale questions, basic installation support, and problem resolution across calls, emails, and web chat. Own one-touch resolution, respond to emails within 24 hours, handle warranty orders and create RMAs for eligible returns, and capture inbound sales when appropriate. Work toward customer satisfaction survey goals with managers while following company policies, using the Customer Relations manual, and operating effectively in a fast-paced call center environment.

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FursaFursa
Ferguson
Ferguson
4 days ago

Customer Service Representative

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Assist customers with pre- and post-sale questions, basic installation support, and problem resolution across calls, emails, and web chat. Own one-touch resolution, respond to emails within 24 hours, handle warranty orders and create RMAs for eligible returns, and capture inbound sales when appropriate. Work toward customer satisfaction survey goals with managers while following company policies, using the Customer Relations manual, and operating effectively in a fast-paced call center environment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide one-touch assistance to customers across calls, emails, and web chats.
  • •Answer customer calls and resolve scenarios presented.
  • •Respond to customer emails within 24 hours and assist with scenario resolution.
  • •Resolve warranty issues by supplying the fewest items necessary.
  • •Create RMAs for returns (1-90 days old) and capture inbound sales when appropriate.

Pay and Benefits

Salary: USD 15 - 19.04 hourly
Perks:Health InsuranceDentalVisionPaid LeaveLife Insurance401kParental Leave

Key Requirements

  • •2+ years' meaningful work experience preferred.
  • •Strong written and verbal communication skills to communicate across all levels.
  • •Excellent organization, attention to detail, and time-management skills for a fast-paced call center environment.
  • •Ability to identify business-critical issues quickly and adjust priorities with last-minute changes.
  • •Proficiency with Microsoft Office 365 (especially Teams and Outlook) and ability to learn Cisco Unified Intelligence Center and Calabrio.
Skills:CommunicationTime-managementCustomer focusIntegrityProblem-solving
Tech Stack:Microsoft Office 365Microsoft TeamsOutlookCisco Unified Intelligence CenterCalabrio

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