Customer Service Representative - New Jersey

Larson-Juhl•Fairfield, NJ

1d•$20 - $0•Onsite

About The Position

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.

Requirements

Ability to calculate fractions and read a ruler are required.
Proficient in Microsoft Office including Outlook and Teams.
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.
High school diploma

Nice To Haves

5+ years call center experience, 1+ years remote customer support experience.
Prior CRM & IVR call routing system experience is preferred. Dynamics CRM and Five9 are preferred.
Familiar with framing products/ basic framing practices is preferred to include: woodworking, crafting, custom manufacturing or other creative background experience is helpful.

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.