Customer Solutions Representative - Fully onsite (Duluth, GA)

Larson-Juhl Inc; Duluth, Northern (GA, KY); Hybrid; USD 26,000 - 32,000; Full time

Benefits offered by this job

Profit Sharing potential

Job summary

Larson-Juhl, LLC, a Berkshire Hathaway subsidiary and worldwide leader in custom picture framing, seeks a Customer Service Representative for North America to assist customers with orders, accounts, and service requests from our Duluth, Georgia location.

This on-site role focuses on orders, payments, credits, and inquiries about products, inventory, pricing, and digital tools, with accurate documentation and timely follow-up to meet team KPIs.

Qualifications

• 5+ years call center experience; 1+ years remote customer support experience.
• Proficient in Microsoft Office including Outlook and Teams.
• CRM & IVR call routing systems experience preferred (Dynamics CRM, Five9).
• Professional typing at least 40 wpm with 90% accuracy.
• Ability to assess, analyze and resolve varied customer situations.

Responsibilities

• Handle orders, payments, credits, service recoveries, and customer requests accurately and efficiently.
• Provide knowledgeable support for inquiries related to accounts, orders, deliveries, credits, products, inventory, pricing, and digital tools.
• Document all customer interactions thoroughly in CRM, with notes on orders/credits and case descriptions.
• Manage customer cases from inquiry to resolution with timely follow-up and clear communication.
• Collaborate with Larson-Juhl teams to fulfill requests and support company programs.

Skills

Call center experience

Remote customer support

Microsoft Office

CRM & IVR systems

Typing speed 40 wpm

Ruler reading (fractions)

Education

High school diploma

Tools

Dynamics CRM

Five9

Outlook

Teams

Job description

Position Summary

Opportunity to join Larson-Juhl, LLC, a worldwide leader in the custom picture framing industry and Berkshire Hathaway subsidiary, as a Customer Service Representative for North America. The Customer Service Representative assists North American customers with orders, account needs, and service requests while providing accurate, timely support.

Role Details

• This position is based out of Duluth, Georgia; this is a Fully on-site position
• The hours for this position are 8am-5pm Eastern Time
• Competitive hourly pay rate of $19 - $23 per hourwith Profit Sharing potential
• This position reports to the Customer Service Manager

Key Responsibilities

• Daily goal of up to 10+ calls or emails/chats per hour.
• Ensures a positive customer experience by handling orders, payments, credits, service recoveries, and customer requests accurately and efficiently.
• Provide knowledgeable support for customer inquiries related to accounts, orders, deliveries, credits, products, inventory, pricing, and digital tools.
• Efficient, precise documentation of all customer interactions. Includes notes on order/credits, CRM case description and selections.
• Manage customer cases from initial inquiry through final resolution, ensuring timely follow-up, effective problem-solving, and clear communication.
• Committed to meeting team KPI goals.
• Actively engage in weekly team meetings, monthly one-on-one meetings with your manager, and other required meetings, including on-camera participation.
• Collaborate with other Larson-Juhl Teams to fulfil customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing.)
• Demonstrated commitment to living the Larson-Juhl Values.
• Continual self-development on all Larson Juhl products, services, processes and procedures through company provided training, tools and self-initiative.
• Other responsibilities as assigned.

Preferred Qualifications and Attributes

• 5+ years call center experience, 1+ years remote customer support experience.
• Ability to calculate fractions and read a ruler are required.
• Proficient in Microsoft Office including Outlook and Teams.
• Prior CRM & IVR call routing system experience is preferred. 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.
• Demonstrates accountability, strong organizational skills, self-motivation, and the ability to work effectively both independently and collaboratively within a team environment.
• Familiar with framing products/ basic framing practices is preferred to include: woodworking, crafting, custom manufacturing or other creative background experience is helpful.
• High school diploma

Larson-Juhlis a values-based organization, built on a rich history of artisanship and service.
We believe thecustomer always comes firstand in delivering a seamless experience that provides customers with end-to-end solutions andunmatched quality and service. Our responsibility as the global leader is to operate in the most environmentally, ethically, and socially responsible manner toensure a sustainable future for our business, team members, and partners throughout the custom framing industry.

Larson-Juhl Values

• Customer always comes first.
• Fair and Honest in all dealings.
• Respect for the individual.
• Excellence in products and service.
• Rewards tied to performance.
• Leadership by example.