Customer Solutions Representative

Larson-Juhl; Georgia (VT); Remote; USD 45,000 - 55,000; Full time

Job summary

Join a leading company in the custom framing industry as a Customer Solutions Representative. This remote opportunity offers the chance to provide exceptional customer service while enjoying a supportive work environment and competitive pay. The role requires customer support experience, adaptability, and strong technical skills, with significant responsibilities involving communication and assistance for customer inquiries.

Benefits

Competitive pay

Work-life balance

Solid benefits

Qualifications

• 5+ years customer support experience.
• 1+ years remote customer support experience.
• High attention to detail and strong de-escalation skills.

Responsibilities

• Answer 65+ customer calls daily.
• Assist with complex requests and documentation of customer interactions.
• Meet and exceed team KPI goals.

Skills

Customer support

Analytical skills

Technical skills

Attention to detail

Flexibility

Teamwork

Education

High school diploma

Tools

Microsoft Office

CRM (Dynamics)

Five9

Job description

JOB SUMMARY

Opportunity to join Larson-Juhl, LLC, a worldwide leader in the custom framing industry and Berkshire Hathaway subsidiary, as a Customer Solutions Representative for North America. This remote position is open to all 50 states. The team reports to our Customer Solutions Manager. We offer solid benefits and a work environment that allows team members to maintain a healthy work-life balance. The shift for this position is 11:30-8pm EST. Competitive hourly pay rate with bonus potential.

The Larson Juhl Customer Solutions Representative is committed to providing top-tier service with excellent resolutions for all situations. Our Solutions Representative’s main responsibility is to expertly and professionally provide assistance for all requests and concerns through first call resolution, creating excellent experiences that generate continued loyalty and satisfaction from our North American customers.

RESPONSIBILITIES

• Answer 65+ customer calls daily to process orders and payments, enter credits/replacements, and follow up with other Larson Juhl teams for account, order, and product information as needed.
• Assist customers with a broad range of potentially complex requests and concerns including account, order, credit or delivery status; order and payment history; Larson Juhl products and services; inventory and pricing assistance; website and app navigation.
• Ensure efficient and precise entry and documentation of all customer interactions.
• Diligently follow through with all open cases and promises until completion.
• Meet and exceed team KPI goals.
• Demonstrate genuine empathy to all customers and team members in all situations.
• Balance the needs of the customer and the company with reason and fairness.
• Cross-sell, upsell, and train customers on Larson Juhl products, services, and processes.
• Participate actively, on camera, in weekly team meetings, monthly 1:1 meetings with the manager, and other meetings as required.
• Collaborate with other Larson Juhl teams to resolve customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing).
• Communicate and connect with the team and management professionally and timely.
• Maintain professionalism and confidentiality with all personal and sensitive information.
• Maintain excellent levels of dedicated, professional service in a busy call center environment.
• Engage in continuous learning of Larson Juhl products, services, processes, and procedures through training, tools, and self-initiative.
• Commit to living the Larson Juhl Values.
• Maintain a designated, quiet, uninterrupted workspace with reliable high-speed internet.
• Perform other responsibilities as assigned.

QUALIFICATIONS AND ATTRIBUTES

• 5+ years customer support experience
• 1+ years remote customer support experience
• Intermediate to expert technical skills with various computer systems and website navigation, including Microsoft Office, Outlook, and Teams; experience with CRM (Dynamics) and Five9 preferred but not required.
• Ability to quickly assess, analyze, and resolve various situations; a critical thinker.
• Ability to anticipate needs and act proactively.
• Ability to learn and retain knowledge of complex processes and extensive inventory.
• Solutions-driven and dedicated to handling all situations personally.
• Service-driven and helpful nature.
• High attention to detail.
• Organized, accountable, self-motivated, and independent.
• Strong de-escalation skills with a personable and professional demeanor.
• Flexible team player willing to adapt as needed.
• Basic math skills, ability to read a ruler, and calculate fractions.
• Familiarity with framing products or creative backgrounds is a plus.
• High school diploma required.

OUR VALUES

Larson-Juhl is a values-based organization committed to artisanship and service. We prioritize the customer experience, environmental responsibility, and ethical practices to ensure a sustainable future for our business, team members, and partners.

Larson-Juhl Values include:

• Customer first
• Fair and honest dealings
• Respect for individuals
• Excellence in products and service
• Performance-based rewards
• Leadership by example

IMPORTANT NOTICE

By submitting your resume online, you authorize Larson-Juhl to contact and verify your information with current and previous employers, references, and educational institutions. You release Larson-Juhl and its representatives from liability for seeking and using such information. Any misrepresentation or omission on your application may result in cancellation or termination of employment.