Larson-Juhl

Customer Solutions Representative

Remote
Full Time
Customer Solutions Center
Mid Level

Location: Remote

Type: Direct Hire/Full-Time Employee

Rate of Pay: $19-$21.50 per hour

Travel: None

Our Mission:

Create customer loyalty and long-term relationships by delivering a world-class experience to every customer, through every product and service, in every interaction, in all markets globally.

Summary:

Larson-Juhl is seeking a Customer Solutions Representative that will be responsible for handling a range of complex service interactions that requires the ability to quickly assess, clarify, and analyze the situation, and resolve the issue. The types of interactions range from handling account inquiries including order entry, website navigation, order issues, resolution of complaints, and being able to do so in a manner that supports the customer and promotes a positive customer experience. The channels of service the Customer Solutions Representative may handle include phone, email, and/or self-service. The individual should be able to work within a structured environment while demonstrating flexibility and self-initiative to establish and achieve individual professional goals.

We are seeking a candidate who resides within the United States, ideally located in the Mountain Time Zone or further west. Due to the nature of this role, we prefer applicants who can align with our team’s working hours in these time zones.

Essential Functions:

· Handle and provide top notch service interaction in a manner that improves our customer experience.

· Anticipate customer needs and meet those needs through upselling, cross-selling of products, and/or services, including support and direction on the use of online account management tools.

· Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of the company.

· Proactively resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures.

· Escalate queries and concerns when necessary.

· Work and collaborate with the CSR team and other departments to identify appropriate solutions to problems.

· Acquire and maintain an understanding of industry, products, services, processes, procedures, and the systems used for support.

· Perform other duties as assigned.

Job Qualifications:

· Strong interpersonal skills with the ability to work independently in a remote environment.

· Ability to maintain a professional, quiet, and organized remote space to operate in.

· High technical competency of the following systems: Microsoft, AS400, CRM system, Five9, ADP and websites.

· Key attributes include initiative, professionalism, calm resiliency, prioritization, accountability, dedication to teamwork, and the ability to multi-task and develop creative solutions to challenging problems.

· Key skills include empathy, problem-solving ability, critical thinking, time management, organization, call control, assertiveness, solution ownership and soft skills.

· Bachelor’s degree preferred or 4 years equivalent customer service experience.

· Excellent written and verbal communication skills

Industry/Other:

· Custom Picture Framing

· Customer Service/Training Services

Culture and core values include:

· 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.

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