Offer summary

Qualifications:

Minimum of 2 years' experience in customer support, sales support, or retail., Experience with Helpdesk Ticketing Platforms, CRM, and omnichannel support preferred., Excellent verbal, written, and interpersonal communication skills., Ability to read, write, and speak fluently in English..

Key responsibilities:

Provide support via email, chat, and phone with a concierge level of service.

Process quotes, orders, and ensure accurate deliveries following protocols.

Resolve customer concerns with empathy and professionalism, building lasting relationships.

Maintain accurate documentation within CRM and other platforms, and process orders efficiently.

Job description

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designers and architects around the world. Through decades of growth, our values remain the foundation of everything we do. We are committed to craftsmanship, creativity, and delivering exceptional experiences at every touchpoint.

If you’re inspired by thoughtful design, meaningful relationships, and being part of a team that’s shaping extraordinary interiors, we invite you to apply for Customer Experience Agent. In this role, you’ll be responsible for providing outstanding service that reflects the elegance and craftsmanship our brand is known for. The Customer Experience Agent schedule is Monday – Friday 10:30am-7:30pm EST working from their home office.

What You’ll Be Doing

Support

Deliver concierge-level support across email, chat, and phone
Process quotes and orders with efficiency and grace
Ensure on-time, accurate deliveries by following established shipping protocols
Resolve concerns with empathy and finesse, tailored to Designers, Partners, and Distributors
Build lasting relationships by proactively following through

Resolutions

Anticipate and resolve client issues before they escalate
Apply your knowledge of internal systems to troubleshoot with sophistication
Prioritize inquiries with elegance and urgency
Accurately process cases, refunds, and credits with seamless cross-departmental communication
Stay fluent in PJ product offerings and installation know-how to guide clients confidently

Data & Order Entry

Maintain impeccable documentation within CRM, ERP, and helpdesk platforms
Record and update ticket progress with clarity and consistency
Process customer orders with precision and speed, all within SLA timeframes

What You Bring to the Table

Minimum of 2 years’ experience in customer support, sales support, and/or retail
Experience with Helpdesk Ticketing Platforms, Omnichannel Customer Support Platforms and CRM systems is preferred
Superior communication skills, including verbal, written, and interpersonal abilities, with a strong focus on problem-solving, decision-making and de-escalation
Must be able to read, write and speak in English

The Phillip Jeffries Experience

At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.

Your Compensation Journey

Competitive hourly wage starting at $25 an hour, based on your experience and technical expertise
Annual bonus opportunity to reward your performance
Cost of Living increases that honor your growth and commitment
Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required

Health Benefits That Take Care of You

Comprehensive medical coverage with employee premiums as low as $40 per month
- Coverage options for spouse, domestic partner, civil union partner, and family
Health Reimbursement Account (HRA) to offset medical expenses
Prescription, dental, and vision coverage to support whole-person wellness
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Employee Assistance Program that supports your mental, financial, and physical well-being
Pet insurance for your four-legged companions

Time to Recharge

16 paid personal days each year to relax, recharge, or travel
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 our annual company closure between Christmas and New Year’s
Earn extra paid time off by completing your annual wellness physical
Up to three paid days each year to give back through volunteer work

Career Elevation

Structured onboarding with clear 30, 60, and 90-day milestones and continued training for long-term success

Perks at Work

Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
Access to Working Advantage with discounts on travel, entertainment, and everyday purchases

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.

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