Customer Service Representative

JOB 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. This remote position is based out of our support center in the Johns Creek area of Atlanta, GA and reports to our Customer Service Manager. We offer solid benefits and a work environment that allows team members to maintain a healthy work-life balance.

The Larson Juhl Customer Service Representative is committed to providing top-tier service with excellent resolutions for all situations. Our Service Representative's main goal is to expertly and professionally provide assistance for all customer requests through 1st call resolution creating excellent experiences that generate continued loyalty and satisfaction from our North American customers.

The shift for this position is 8:00am - 4:30PM PST. Competitive hourly pay rate of $20-$26 per hour with bonus potential. This is a fully on-site role.

• Apply online, only. No phone calls, please.*

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.
• Knowledgably assist customers with a broad range of potentially complex requests and concerns including but not limited to account, order, credit or delivery status; order history; Larson-Juhl products; inventory and pricing assistance; website and app navigation.
• Efficient, precise documentation of all customer interactions. Includes notes on order/credits, CRM case description and selections.
• Faithfully follow through with all open cases and promises until completion.
• Committed to meeting team KPI goals.
• Actively contribute and participate, on camera, in weekly Team meetings, monthly 1:1 meetings with Manager and other meetings as required.
• Collaborate with other Larson-Juhl Teams to fulfil customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing.)
• Communicate and stay connected with the team and management in a professional and timely manner.
• Maintain professionalism and confidentiality with all personal and sensitive information.
• Continual self-development on all Larson Juhl products, services, processes and procedures through company provided training, tools and self-initiative.
• Continual self-improvement in customer service skills through coaching, training and self-initiative.
• Demonstrated commitment to living the Larson-Juhl Values.
• Other responsibilities as assigned.

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 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. Woodworking, Crafting, Custom Manufacturing or other creative background experience is helpful.
• High school diploma

Larson-Juhl is a values-based organization, built on a rich history of artisanship and service.

We believe the customer always comes first and in delivering a seamless experience that provides customers with end-to-end solutions and unmatched quality and service. Our responsibility as the global leader is to operate in the most environmentally, ethically, and socially responsible manner to ensure 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.