JOB SUMMARY
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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 remote position is open to all 50 states. 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 11:30-8pm EST. Competitive hourly pay rate with bonus potential. 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 1st call resolution creating excellent experiences that generate continued loyalty and satisfaction from our North American customers.
RESPONSIBILITIES
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- 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.
QUALIFICATIONS AND ATTRIBUTES:
- 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. CRM (Dynamics) and Five9 preferred but not required.
- 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.
- Familiar with framing products/ basic framing practices 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.
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.
You understand that any misrepresentation or material omission made by you on your application will be sufficient cause for cancellation of this application or immediate termination of employment if you are employed, whenever it may be discovered.
