Customer Solutions Representative

Larson-Juhl • Duluth, GA

1d • Onsite

About The Position

Opportunity to join Larson-Juhl, LLC, a worldwide leader in the custom framing industry and Berkshire Hathaway subsidiary, as a Customer Solutions Representative for North America. This role will be located in Duluth, Georgia. The team reports to our Customer Solutions Manager. We offer solid benefits and a work environment that allows team members to maintain a healthy work-life balance. The shift for this position is 9am - 6pm EST. Competitive hourly pay rate with bonus potential. This is a fully on-site role. The Larson Juhl Customer Solutions Representative is committed to providing top-tier service with excellent resolutions for all situations. Our Solutions Representative’s main responsibility is to expertly and professionally provide assistance for all requests and concerns through 1 st call resolution creating excellent experiences that generate continued loyalty and satisfaction from our North American customers. Apply online, only. No phone calls, please.

Requirements

• 5+ years customer support experience
• 1+ years remote customer support experience
• Intermediate to expert technical competency with various computer systems and website navigation including Microsoft Office, Outlook and Teams.
• Experience with customer, sales, inventory or manufacturing management and IVR type phone systems is necessary.
• Ability to quickly assess, analyze and resolve all kinds of situations. A critical thinker.
• Ability to anticipate what comes or will be needed next and act accordingly.
• Able to learn and retain knowledge of complex processes and extensive inventory collection of products to successfully assist and teach customers on Larson Juhl processes and procedures.
• Solutions-driven. Dedicated to personally handling all situations presented.
• Service-driven. Innately helpful.
• Highly attentive to details without losing focus.
• Accountable, organized, self-motivated, independent team member.
• Strong and compassionate de-escalation skills.
• Personable and warm with excellent verbal and written communication skills. Being articulate, polished and professional in all circumstances is required.
• Flexible, cooperative team player, willing to cheerfully pitch in or change directions when needed.
• Basic math skills with the ability to read a ruler and calculate fractions.
• High school diploma

Nice To Haves

• CRM (Dynamics) and Five9 preferred but not required.
• Familiar with framing products/ basic framing practices a plus.
• Woodworking, Crafting, Custom Manufacturing or other creative background experience is helpful.

Responsibilities

• Answer 65+ customer calls daily to process orders and payments, enter credits/replacements, follow up with other Larson Juhl teams for account, order and product information as needed.
• Assist customers with a broad range of potentially complex requests and concerns including but not limited to account, order, credit or delivery status; order and payment history; Larson Juhl products and services; inventory and pricing assistance; website and app navigation.
• Efficient, precise entry and documentation of all customer interactions.
• Diligently follow through with all open cases and promises until completion.
• Committed to meeting and exceeding team KPI goals.
• Demonstrate genuine empathy to all customers and team members in all situations.
• Balance the needs of the customer and the company with reason and fairness.
• Cross selling, upselling and training customers on Larson Juhl products, services and processes.
• Actively 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 resolve customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing.)
• Communicate and connect with the team and management in a professional and timely manner.
• Accountable to self, the team and the company.
• Maintain professionalism and confidentiality with all personal and sensitive information.
• Consistently maintain excellent levels of dedicated, professional service in a busy call center environment.
• Continued learning of Larson Juhl products, services, process and procedures through company provided training, tools and self-initiative.
• Continued self-improvement in customer service skills through company provided coaching, training and self-initiative.
• Commitment to living the Larson Juhl Values.
• Agree to maintain a designated, quiet, uninterrupted workspace with direct access to reliable high-speed internet.
• Other responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees