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Posted: Monday, January 8, 2018 5:38 AM

Title: Consumer Chat Sales Representative

Department: Sales

Reports To: Sales Chat Supervisor

Location: Chico, CA

Employment Type: Full-time

A little about offers an extensive selection of home improvement products, d cor, and much more across all styles and price points. We are the third largest online home improvement retailer in the United States, directly competing with giants such as Lowe's and Home Depot. We are Headquartered in Chico, California and currently employ more than 630 people.

The's family of 18 sites include:

*, an online destination for all things home improvement!

*, smarter shopping, Better Living experience

*, a place to buy all things related to Beer!

*, unexpected modern design for everyday life

*, a collection of plumbing products and a niche site that performs amazingly today.

We are headquartered in Chico, California, the company employs more than 630 people most of which are all in office. This year we are looking to adventure into other locations as well as expanding our isles.


In a world where technology is forever changing and at a rapid pace, we like to believe we stand alone in always disrupting the norm in the home improvement space. is a growing beacon of pure awesomeness, holding our company culture and work environment to a high standard of excellence and uniqueness. We're looking for people who want to push the industry of home improvement into the next dimension and show the world that is the ONLY name in home improvement worth knowing.

We are an ever growing company in the industry of HOME IMPROVEMENT! Yes, we are responsible for helping individuals improve, update and showcase the most important space in their lives, their home! Our company pushes the limits of being innovative and we strive to be the BEST in the industry. You may ask what we have that other company's do not we would argue we employ the most passionate, hard working, and genuine people who love what they do and continue to push boundaries.


Describing our culture is a big task as there are so many great things we could share. The atmosphere is created by all of the unique and amazing individuals who encompass the values we have as a company. The drive, motivation, and innovation everyone brings to the table fosters the success has year over year. Our focus on goals and company culture create a strong sense of community where everyone feels welcomed and supported even when taking risks. We want people to be empowered and contribute to the big picture - growing our company to take on giants such as Lowe's and Home Depot! We would not be anywhere without the passion and commitment of our employees really owning their performance and driving results.

The position:

We want self driven individuals who have sales experience and can understand the sales process. This is not simply just a sit-behind-the-computer position. Think of it as - these chats are your LEADS! We want someone who thinks of chat as a way to gain leads and someone who is not afraid to pick up the phone to close deals. We want someone who has a fight in them. Someone with a fiery passion to succeed and an endless drive to get to the top! Someone who wants to be the best and who is coachable to obtain the top spot on the board. We all love to see our name in lights, why not on a huge call queue board that everyone in the company can see! All Execs will know YOU are crushing it!

What are you going to do: In a Nutshell

* Handle inbound chat volume

* Problem solve and think out of the box

* Identify and resolve customer complaints to the customer's satisfaction

* Work with other departments to improve processes

* Recognize buying signals and meet customers needs

* Work overtime and weekends as required

What are you going to do: For Real

* Rep is responsible for maintaining excellent customer service standards through call quality, problem solving, ownership over any customer issue, and going above & beyond to address all needs

* Maintaining customer records by logging and retaining correct and precise information in

* All applicants must be highly detail oriented and have superior interpersonal skills.

* During workflow identify website, process, product page, post call related inefficiencies or bugs and report using Zendesk/JIRA.

* This person will work with a team of 15-20 other sales people.

* Success will be measured through call quality, calls per hour, and de-escalation metrics every month

* Demonstrated strong verbal communication skills with the ability to engage Guests

Some things you need to have in order to crush this job:

* Taking care of the customer - \"be the hero\"

* Quality and performance metrics within service

* Being present, invested, and committed to the overall customer experience

* The ideal candidate will exhibit superb relationship building and problem solving skills

Qualities the TOP Live Chat Sales Reps have in common:

* They are money motivated: they never leave money on the table - they maximize opportunities with every single customer. They know if they help the customer, it will help the bottom line.

* They have a hustler attitude: drive, drive, and oh yeah, MORE DRIVE!

* They are personable: they get the customer's' entire project, establish rapport, maintain a positive working relationship, and create business opportunities.

* They go above and beyond: they do whatever it takes to satisfy a customer and close the sale.

* ADDED BONUS: they have successful sales experience and/or management experience: they've been in a role like this before, know how to handle tough situations, creatively problem, and analyze performance to achieve high results.

Things you're expected to do everyday: (HINT: do these and you'll KICK ASS)

* MULTI-TASK like a champ! Aka you will hold two convos in chat and on the phone at the same time. This also means you are a bad ass organizer and can effectively do your job.

* Keep track of ALL your metrics daily! You are running your own business from your desk and you need to constantly monitor that performance. You are responsible for your own results and success.

* Make outbound calls from sales leads! You need to be comfortable with both written and verbal communication. Picking up the phone and making that contact with a customer will establish trust, build rapport, and promote closing the sale.

What we hold you responsible for (it's worth it, I promise)

* Handle and resolve customer complaints to the customer's satisfaction, while maximizing your opportunity with each.

* Achieve the minimum monthly revenue expectations

* Record details of inquiries, actions taken, comments and complaints in the our CRM

* Work a rotating or set weekend shift as needed based off of business needs

What are you going to bring to the table:

* High School diploma or equivalent

* 2+ years of experience in a customer facing, fast paced, service related role

* Proven experience utilizing critical thinking tools to solve customer issues.

* Self-motivated, Team Player, Quick Learner, Systematic, Adaptable

* Excel

* Familiarity with the Microsoft Office and Google Office suites

* Ability to type 40+ WPM

* Strong organizational skills

What do we bring to the table:

* Amazing work environment. Coworkers are genuinely fun to be around.

* Great 401(k) and benefits package which includes Medical, Dental, Life and Vision

* Coworkers who will laugh at your jokes. Even if they're just being polite, sometimes.

* Ping pong, an outdoor lounge, darts, a beer fridge and epic holiday parties. The list could go on, but we like to be all mysterious and stuff.

* Incredible employee discounts on merchandise

* A wide variety of local discounts plus all of Ferguson Inc. employee perks

* Pre-employment drug and background screening required 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. We value diversity.

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Associated topics: business, club, dealer, gerber, inbound, inside sales, inside sales representative, insurance agent, marketing, telesales


• Location: Chico

• Post ID: 8866902 chico is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018