Customer Experience Specialist (1st-Call Resolution)

Larson-Juhl; Santa Fe Springs (CA); On-site; USD 28,000 - 36,000; Full time

Job summary

Larson-Juhl is seeking a Customer Service Representative for North America. This fully on-site role supports our Johns Creek, GA area with a focus on first-call resolutions and customer satisfaction. The shift runs 8:00am–4:30pm PST and offers competitive hourly pay with bonus potential.

Join a values-driven team, collaborate across departments, and deliver accurate order processing and issue resolution while maintaining confidentiality and professionalism.

Qualifications

• 5+ years call center experience, 1+ years remote customer support.
• Ability to calculate fractions and read a ruler.
• Proficient in Microsoft Office including Outlook and Teams.
• CRM & IVR call routing system experience required; Dynamics CRM and Five9 are preferred.
• Professionally type at least 40 wpm with 90% accuracy.
• Ability to quickly assess, analyze and resolve a variety of situations.
• Must be accountable, organized, self-motivated, independent and a team player.
• Familiar with framing products/ basic framing practices is a plus.
• High school diploma.

Responsibilities

• Daily goal of up to 10+ calls or emails/chats per hour.
• Accurately process orders, payments, credits and fulfill customer requests with attention to detail.
• Assist customers with account, order, credit or delivery status; order history; Larson-Juhl products; inventory and pricing assistance; website and app navigation.
• Document all customer interactions in CRM with notes and case descriptions.
• Follow through with all open cases and promises until completion.
• Meet team KPI goals.
• Participate in weekly team meetings and 1:1s with Manager.
• Collaborate with other teams to fulfill requests (Branches, Sales, AR, Supply Chain, Marketing).
• Communicate professionally with team and management.
• Maintain confidentiality of information.
• continual self-development on products and processes.
• Demonstrate commitment to Larson-Juhl values.
• Other responsibilities as assigned.

Skills

Call center experience

Math skills

MS Office

CRM/IVR

Typing 40 WPM

Problem solving

Team player

Framing knowledge

Education

High school diploma

Tools

Dynamics CRM

Five9

Job description

Larson-Juhl is seeking a Customer Service Representative for North America. This fully on-site role supports our Johns Creek, GA area with a focus on first-call resolutions and customer satisfaction. The shift runs 8:00am–4:30pm PST and offers competitive hourly pay with bonus potential.

Join a values-driven team, collaborate across departments, and deliver accurate order processing and issue resolution while maintaining confidentiality and professionalism.