Customer Relations Representative

Job Posting:

A leader in style, Signature Hardware provides high-quality, trending products for the kitchen, bathroom, and more. Backed by a team of innovative, knowledgeable associates, our ever-growing brand excels at delivering an inspiring, customer-first shopping experience for those looking to turn their house into a home.

Driven to excellence through team collaboration and problem solving, the Signature Hardware Customer Relations team is dedicated to people first. Our passion to provide our customers with the highest level of service drives our decisions, while the importance of creating a positive culture for our team directs our approach. We are advocates of autonomy and respect.

Position Summary:

The Customer Relations Representative is responsible for assisting all customers with purchases, pre/post-sale questions, basic installations, and problem resolutions, in a timely manner.  Typical activities include the receiving of emails, phone calls, and web chats. The Representative should focus on following guidelines and using their time effectively. This Customer Relations Representative position will self-manage and interact with various associates from other departments. The Customer Relations Representative reports to the Customer Relations Supervisor.

This role is approved to be either Remote within the United States or Hybrid for associate in Erlanger, KY, in accordance with company policy.

Requirements

• Prior customer facing sales or customer service experience.
• Highly motivated to meet deadlines and provide excellent customer service.
• Ability to efficiently operate computers and multi-task different programs.

Essential Functions:

• Ensuring customer satisfaction with our products and services.
• Assist customers in the selection and purchase of product.
• Answer post-sale customer questions about product, policy and/or services.  
• Resolve and de-escalate customer complaints.
• Collaborate with other members of the Customer Relations Department and cross departmentally to ensure customer satisfaction
• Continually enhance product and plumbing knowledge through provided training to promote a professional image.
• Maintain quality score and other communicated performance metrics.
• Practice and ensure compliance with company policies and procedures. 
• Execute all other requirements, policies, and procedures set by Management.

Additional Duties:

• Ability to organize and prioritize work.
• Knowledge of Microsoft Office software (Outlook, Word, Excel, etc.).
• Willingness to learn and utilize technical plumbing terminology and basic functionality. 
• Ability to effectively utilize customer relationship management system.

At Signature Hardware, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information