Customer Service Representative

• 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.

• 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

IMPORTANT: By submitting your resume online, you hereby authorize Larson-Juhl to contact, obtain, and verify the accuracy of the information contained in this application from all current and/or previous employers, references, and educational institutions. You also hereby release from liability Larson-Juhl and its representatives for seeking, gathering, and using such information to make employment decisions and all other persons or organizations for providing such information.