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Company | Ferguson Enterprises |
Address | Secaucus, NJ, United States |
Employment type | FULL_TIME |
Salary | |
Category | Construction,Wholesale Building Materials,Wholesale |
Expires | 2023-08-17 |
Posted at | 9 months ago |
Job Posting
- Emails: Answering customer emails within 24hrs and assisting with any scenario presented.
- Phone Calls: Answering customer calls and assisting with any scenario presented.
- Capture inbound sales when appropriate
- One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
- Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
- Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.
- Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.
- Web Chats: Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.
- Maintain a professional and positive attitude.
- Demonstrate excellent customer service skills in resolving customer complaints and questions.
- Practice and ensure compliance with company policies and procedures.
- Thoroughly understand the Customer Relations manual.
- Ability to identify business critical issues quickly and navigate priorities based on last minute changes
- Display a high level of integrity and professionalism
- Ability to lead and empower individuals and teams
- Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
- Ability to handle a fast-paced call center environment
- Must be well organized, detail-oriented and have excellent time-management skills
- 2+ years' meaningful work experience preferred
- Ability to be flexible and adaptable as this position often requires multi-tasking
- Solid understanding or ability to learn Cisco Unified Intelligence Center program
- Solid understanding or ability to learn Calabrio program
- Strong written and verbal communication skills with ability to communicate across all levels of the organization
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