Sales Operations Coordinator

Safe Step Walk-In Tub Company

For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation's top walk in tub / shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.

This role is approved to be fully remote and can be based anywhere in the United States.

Responsibilities

• Facilitate engaging, instructional learning sessions for both new hires and veteran associates, effectively communicating technical processes, system navigation, and standard methodologies for success via multiple learning modalities to reach all levels of learners.
• Collaborate on the design and delivery of ongoing refresher training, workshops, webinars, and product demonstrations that reflect changes in contact center operations, tools, and customer expectations.
• Serve as a dedicated onboarding resource, offering product and systems expertise to support a successful learning journey and address day-to-day knowledge gaps for contact center representatives.
• Listen to customer calls and provide structured feedback and coaching to associates and leaders, aligning improvement opportunities with business goals and customer experience standards.
• Collaborate closely with contact center managers, team leads, and senior leadership to provide "voice of the customer" insights and contribute to process or training enhancements.
• Act as a key resource in the implementation of new contact center software : learning the system, building documentation, developing rollout strategies, and leading training sessions during and post-launch.
• Knowledge management : Learn best practice methodologies on how to write knowledge for different audiences in various situations, continual maintenance and refinement of the knowledge for continuous improvement and optimization efforts.
• Develop expertise in contact center technology, including integrations and APIs, and translate complex or technical information into clear, actionable guidance for associates and managers and executing ongoing training.
• Utilize data from contact center software systems to identify both positive and negative trends in performance, adjusting training sessions and coaching sessions to proactively strengthen weaknesses, while identifying what we can do to mirror and train for the positive trends or behaviors.

Qualifications

At Safe Step Walk In Tub, 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!

Pay Range : $15.00 - $27.50

This role is Bonus or Incentive Plan eligible.

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

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.