Customer Service Representative
Position Summary
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.
Role Details
- This position is based out of Duluth, Georgia; this is a Fully on-site position
- The hours for this position are 8am-5pm Eastern Time
- Competitive hourly pay rate of $19 - $23 per hour with Profit Sharing potential
- This position reports to the Customer Service Manager
Key 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.
Preferred Qualifications and Attributes
- 5+ years call center experience, 1+ years remote customer support experience.
- Ability to calculate fractions and read a ruler are required.
- Proficient in Microsoft Office including Outlook and Teams.
- Prior CRM & IVR call routing system experience is preferred. Dynamics CRM and Five9 are preferred.
- 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.
- Familiar with framing products/ basic framing practices is preferred to include: 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.