Customer Experience Agent

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide concierge-level assistance via email, chat, and phone.

• Process quotes and orders efficiently.

• Ensure timely and accurate deliveries by adhering to shipping protocols.

• Address concerns for Designers, Partners, and Distributors.

• Foster enduring client relationships through proactive follow-up.

• Anticipate and resolve client issues before they escalate.

• Troubleshoot issues utilizing internal systems.

• Prioritize incoming inquiries effectively.

• Process cases, refunds, and credits while coordinating with other departments.

• Maintain comprehensive knowledge of PJ product offerings and installation procedures.

• Keep documentation updated in CRM, ERP, and helpdesk platforms.

• Record and update progress on tickets.

• Process customer orders within specified SLA timeframes.

⛳️ Requirements

• At least 2 years of experience in customer support, sales support, and/or retail.

• Preferred experience with Helpdesk Ticketing Platforms, Omnichannel Customer Support Platforms, and CRM systems.

• Excellent verbal, written, and interpersonal communication skills.

• Strong problem-solving, decision-making, and de-escalation skills.

• Must be proficient in reading, writing, and speaking English.

• Availability to work Monday–Friday, 10:30am–7:30pm.

🏝️ Benefits

• Opportunity for an annual bonus.

• Increases based on the cost of living.

• Generous retirement plan with an automatic company contribution of around 10 percent, without requiring an employee match.

• Comprehensive medical coverage with employee premiums starting as low as $50 per month.

• Coverage options available for spouse, domestic partner, civil union partner, and family.

• Health Reimbursement Account (HRA).

• Coverage for prescription, dental, and vision needs.

• Flexible Spending Accounts (FSAs) for healthcare and dependent care.

• Employee Assistance Program.

• Pet insurance options.

• 16 paid personal days annually.

• Paid holidays including New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.

• Additional paid time off during the yearly company closure between Christmas and New Year’s.

• Extra paid time off for completing the annual wellness physical.

• Up to three paid volunteer days each year.

• Structured onboarding with milestones at 30, 60, and 90 days.

• Ongoing training opportunities.

• Exclusive employee discount on Phillip Jeffries wallcoverings.

• Access to Working Advantage discounts on travel, entertainment, and everyday purchases.