Customer Experience (CX) Agent

Phillip Jeffries•Dallas, TX

1d•Remote

About The Position

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designers and architects around the world. Through decades of growth, our values remain the foundation of everything we do. We are committed to craftsmanship, creativity, and delivering exceptional experiences at every touchpoint. If you’re inspired by thoughtful design, meaningful relationships, and being part of a team that’s shaping extraordinary interiors, we invite you to apply for Customer Experience Agent. In this role, you’ll be responsible for providing outstanding service that reflects the elegance and craftsmanship our brand is known for. The Customer Experience Agent schedule is Monday – Friday 10:30am-7:30pm working from their home office.

Requirements

Minimum of 2 years’ experience in customer support, sales support, and/or retail
Must be able to read, write and speak in English

Nice To Haves

Experience with Helpdesk Ticketing Platforms, Omnichannel Customer Support Platforms and CRM systems is preferred
Superior communication skills, including verbal, written, and interpersonal abilities, with a strong focus on problem-solving, decision-making and de-escalation

Responsibilities

Deliver concierge-level support across email, chat, and phone
Process quotes and orders with efficiency and grace
Ensure on-time, accurate deliveries by following established shipping protocols
Resolve concerns with empathy and finesse, tailored to Designers, Partners, and Distributors
Build lasting relationships by proactively following through
Anticipate and resolve client issues before they escalate
Apply your knowledge of internal systems to troubleshoot with sophistication
Prioritize inquiries with elegance and urgency
Accurately process cases, refunds, and credits with seamless cross-departmental communication
Stay fluent in PJ product offerings and installation know-how to guide clients confidently
Maintain impeccable documentation within CRM, ERP, and helpdesk platforms
Record and update ticket progress with clarity and consistency
Process customer orders with precision and speed, all within SLA timeframes

Benefits

Competitive hourly wage starting at $26 an hour, based on your experience and technical expertise
Annual bonus opportunity to reward your performance
Cost of Living increases that honor your growth and commitment
Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required
Comprehensive medical coverage with employee premiums as low as $50 per month
Coverage options for spouse, domestic partner, civil union partner, and family
Health Reimbursement Account (HRA) to offset medical expenses
Prescription, dental, and vision coverage to support whole-person wellness
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Employee Assistance Program that supports your mental, financial, and physical well-being
Pet insurance for your four-legged companions
16 paid personal days each year to relax, recharge, or travel
Paid holidays including New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve
Additional paid time off during our annual company closure between Christmas and New Year’s
Earn extra paid time off by completing your annual wellness physical
Up to three paid days each year to give back through volunteer work
Structured onboarding with clear 30, 60, and 90-day milestones and continued training for long-term success
Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
Access to Working Advantage with discounts on travel, entertainment, and everyday purchases