Customer Experience Representative

Ferguson

Customer Experience Representative providing single call resolution on inbound customer inquiries, focusing on exceptional service and relationship-building. Working fully remote within the United States and maintaining customer records.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $17 per hourWebsite

Tech Stack

Tools & technologies

ServiceNowSFDC

About the role

Key responsibilities & impact

Handle inbound call volume, with expectations of taking about 30-35 post-sales calls/chats per day.
Provide single call resolution on all calls and handling escalations to the best of your ability.
Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs.
Maintain customer records by logging and retaining correct and precise information in Salesforce.com.
Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow.
Work with a team of 5-10 Customer Experience representatives.
Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month.
Demonstrate strong verbal communication skills with the ability to engage customers.
Attend all scheduled small group trainings.
Complete all Brand Sales Trainings each month.

Requirements

What you’ll need

High School diploma or equivalent is required.
Minimum of 1-2 years of experience in a customer-facing, fast-paced, service-related role.
Proven experience utilizing internal tools and resources to solve customer issues.
Ability to type 40+ WPM for phones and 45+ for chat is required.
Familiarity with Microsoft Office.
Strong organizational skills.
Highly meticulous and outstanding interpersonal skills.
Self-motivated, great teammate, quick learner, detailed and adaptable.

Benefits

Comp & perks

Excellent benefits package
Health insurance
Dental insurance
Vision insurance
Paid time off
Life insurance
401(k) with company match
Mental health coverage
Gender affirming and family building benefits
Paid parental leave
Associate discounts
Community involvement opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

call resolutioncustomer serviceproblem-solvingdata entrytyping 40+ WPMtyping 45+ WPMcustomer issue resolution

Soft Skills

verbal communicationorganizational skillsinterpersonal skillsself-motivatedteamworkadaptabilityattention to detail

Certifications

High School diploma