Customer Experience Agent

at  Phillip Jeffries

Phillip Jeffries is currently expanding its team and seeking a dedicated Customer Experience Agent. As part of our CX team, you will play a vital role in delivering exceptional service to our valued customers. We are looking for a customer-centric individual who is committed to providing the highest level of service to the luxury interior design community.
The working hours for this role are from 10:30 am to 7:30 pm EST, Monday to Friday; reporting directly to the Assistant Manager, Customer Experience, you will be an integral part of our growing team.
We invite dedicated professionals who excel at providing exceptional customer experiences to apply for this exciting opportunity. To be considered, please submit your resume accompanied by a cover letter that showcases your relevant skills and experience. Your interest in joining our team is highly appreciated, and we eagerly anticipate reviewing your application.

Responsibilities:

• Provide fast, accurate, and personalized communication to global partners, top designers, luxury design showrooms, and our sales team via phone, email, and chat, ensuring an exceptional domestic and international customer experience.
• Oversee the end-to-end customer experience, from initial inquiry, sample or quote request, to order entry, payment processing, and shipping logistics.
• Develop a comprehensive understanding of our internal systems and operational processes to effectively assist with and manage complex customer inquiries.
• Collaborate with cross-functional teams to meet customer needs and resolve issues.
• Assess, triage, troubleshoot, and resolve complex issues, demonstrating exceptional problem-solving skills.
• Display empathy and de-escalate situations when necessary, ensuring positive outcomes for customers.
• Embrace change, take ownership of responsibilities, and identify opportunities for process improvement.
• Effectively prioritize responsibilities and manage time to meet department metrics.
• Assist with the global launch of new products, contributing to the overall success of the team.

Requirements:

• Demonstrate a customer-centric mindset that consistently drives positive experiences.
• Possess an upbeat, positive, can-do attitude.
• Exhibit superior communication skills, including verbal, written, and interpersonal abilities, with a strong focus on problem-solving and decision-making.
• Display strong analytical and problem-solving skills.
• Ability to de-escalate situations with empathy and ease.
• Adaptability to embrace change and create efficiencies in daily responsibilities.
• Proven time management skills to proactively prioritize tasks.
• Willingness and capability to learn new systems and processes.
• Excellent computer skills.
• Experience with customer service help desk platforms is a plus.
• Minimum of 2 years’ experience in customer service, sales support, and/or retail.

Why Phillip Jeffries?
As a purpose-driven organization, we truly believe that where you work matters. We are committed to creating an organization with a higher purpose, a place where our talented team can truly flourish. Phillip Jeffries believes in creating an environment with opportunities to grow personally and financially, offering volunteer opportunities that support our community and environment as well as extending a rich benefits package to care for our most valuable assets, our team.

Compensation Benefits:

• Competitive salary
• Company bonus program
• Annual Cost of Living Increase
• Retirement Plan - company automatically contributes approximately 10% of your annual compensation

Health Benefits:

• Medical Coverage – low cost to the employee ($30 per month)
• Spouse/ Domestic Partner/ Civil Union Partner Coverage
• Family Coverage
• Health Reimbursement Account (HRA)
• Prescription Plan
• Dental and vision coverage
• Tax advantages through Flexible Spending Accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars

Other PJ Perks & Benefits:

• 16 Paid days off per calendar year
• 10 Paid holidays
• Detailed onboarding plans that outline 30/60/90 goals and trainings.
• Earn Paid time off for community service - Up to 3 days per year
• Employee Discount on PJ Wallcoverings
• Hybrid work schedule

About Us:
Phillip Jeffries, the world’s leader in natural, textured and specialty wallcoverings, has been providing award winning designs to the architectural and interior design community for over 40 years. With a diverse collection of product, Phillip Jeffries has provided luxury goods that grace the walls of properties such as the Wynn Hotel in Las Vegas and the Barney’s New York stores as well as luxurious homes throughout the world. To learn more about Phillip Jeffries, please visit us at www.phillipjeffries.com.
Phillip Jeffries is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law

• Provide fast, accurate, and personalized communication to global partners, top designers, luxury design showrooms, and our sales team via phone, email, and chat, ensuring an exceptional domestic and international customer experience.
• Oversee the end-to-end customer experience, from initial inquiry, sample or quote request, to order entry, payment processing, and shipping logistics.
• Develop a comprehensive understanding of our internal systems and operational processes to effectively assist with and manage complex customer inquiries.
• Collaborate with cross-functional teams to meet customer needs and resolve issues.
• Assess, triage, troubleshoot, and resolve complex issues, demonstrating exceptional problem-solving skills.
• Display empathy and de-escalate situations when necessary, ensuring positive outcomes for customers.
• Embrace change, take ownership of responsibilities, and identify opportunities for process improvement.
• Effectively prioritize responsibilities and manage time to meet department metrics.
• Assist with the global launch of new products, contributing to the overall success of the team