Experience Inc. Jobs

Job Posting:

Since 1928, Amerock’s award-winning decorative and functional hardware solutions have built the company’s reputation for chic design accessories that inspire homeowners to express their personal style. Marrying the perfect blend of beauty and function, Amerock's cabinet hardware, bath accessories, decorative hooks and wall plates are designed to coordinate with plumbing fixtures and other home décor elements, so you can easily create a seamless look across the home.

We realize that our greatest assets are our best-in-class associates, which is why we're dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with Amerock. Together, we can continue to lead the industry and help build our nation's infrastructure from the ground up.

Our Customer Care Team works proactively in a fast-paced environment supporting and enhancing the customer account partnerships and consumer experiences with Amerock. The Customer Care Operations Supervisor will tailor optimal strategies and tools to support the nuance and needs of each individual channel. This person should possess qualities such as being a self-starter, a motivator and encourager, and a top-notch problem solver. The Supervisor will be an example of being present, invested, and committed to the overall customer experience. They will be empowered to make the best decision for each situation by thinking creatively and providing best in class customer experience

Responsibilities:

• Monitor and lead day to day workflow of team through use of data analysis and task management.

• Lead team capacity of contact points through various streams including, but not limited to, phone calls, emails and customer portals

• Apply established KPIs and data to guide continuous improvement

• Act as point of escalation for Customer Care team members.

• Act as Administrator for Five9 Contact Center platform

• Identify trends or inefficiencies requiring collaboration with all internal teams to root cause issues and develop process changes to drive exceptional customer experiences.

• Develop training opportunities in best practices and system and Amerock knowledge resulting in an empowered team

• Ownership, along with Manager, of training and reference materials for team.

• Collaborate with Manager on performance review feedback and recognition

• Simultaneously navigate multiple software applications and technologies.

• Ensures timely follow through on team’s commitments to customers and team members to ensure accurate and timely processing requests.

• Proactively communicate potential service issues to customers and internal personnel will be necessary.

Qualifications:

• 4-year college degree or equivalent combination of education/work experience

• Operate with a willingness to learn. We share feedback, we get feedback, and we promote a culture of being open-minded to grow

• Adept at multi-tasking, self-motivated with a strong aim to promote the Amerock Way culture

• Effective conflict management skills while maintaining professional composure

• Ability to solve problems, think creatively, and try new things

• Process development & root-cause analysis skill set; ability to keep work flowing while minimizing problems and delays

Amerock is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Amerock offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

-

Pay Range:

-

$15.58 - $33.85

-

Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

-

This role is Bonus or Incentive Plan eligible.

-

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 (https://www.ferguson.com/content/careers/reasonable-accommodation)

Ferguson is a project success company providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. As a leading value-added distributor of residential and commercial plumbing supplies and pipe, valves and fittings in the U.S., we exist to make our customers’ complex projects simple, successful and sustainable. The professionals we serve help transform the world we live in, and we are their trusted partners with the scale to provide peace of mind.

Founded in 1953, Ferguson is part of Ferguson plc, which is listed on the New York Stock Exchange (NYSE: FERG) and London Stock Exchange (LSE: FERG). With approximately 36,000 associates across 1,700 locations, Ferguson plc serves customers in all 50 states, Canada, Puerto Rico, Mexico and the Caribbean.