Customer Service Representative at Ferguson in Newport News, VA

Summary: Ferguson is a leading wholesale distribution organization that has been providing quality supplies since 1953. They are seeking a Customer Service Representative to enhance customer satisfaction by effectively utilizing CRM tools and providing support to customers before and after orders. Responsibilities: - Effectively utilize Customer Relationship Management through Salesforce CRM and via phone - Demonstrate excellent customer service by answering calls from internal and external customers for general information, addressing and resolving concerns or questions - Identify and escalate priority issues to appropriate channels - Provide website support including troubleshooting issues and administer guidance on website features - Provide both pre and post order support for our Ferguson.com guest customers - Actively seek opportunities to enhance processes and improve customer satisfaction - Contribute to achieving or surpassing team goals and targets - Maintain reliable transportation to work in-office and ensure stable internet when working remote - Adhere to company policies, procedures and guidelines related to customer service, data privacy and security Required Qualifications: - Must possess strong communication skills, including the ability to read, write, comprehend, and compose professional emails - Able to manage time, priorities, and workload both independently and with supervision - Demonstrate reliability, punctuality, and consistency - Exhibit a high level of integrity and professionalism in all interactions - Capacity to quickly learn company systems, platforms and processes - Skilled in digital literacy including Microsoft Office Preferred Qualifications: - Customer service experience preferred - Salesforce experience a plus Required Skills: Customer service experience, Salesforce experience Important Skills: Digital literacy, communication skills Nice-to-Have Skills: punctuality, professionalism, learn systems, Time management, Reliability, Integrity Benefits: Health, Dental, Vision, Paid time off, Life insurance, 401(k) with a company match, Mental health coverage, Gender affirming and family building benefits, Paid parental leave, Associate discounts, Community involvement opportunities