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Customer Experience Agent
Phillips Industries. Deliver concierge-level support across email, chat, and phone .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in delivering exceptional customer support through effective communication and problem-solving skills, while maintaining proficiency in CRM and helpdesk platforms. Capable of managing inquiries and processing orders efficiently within established timeframes.
Highest-signal resume keywords
Customer Support ExperienceHelpdesk Ticketing PlatformsCRM SystemsProblem-Solving AbilitiesVerbal And Written Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ProcessingShipping ProtocolsCase ManagementRefund ProcessingDocumentation Maintenance
Soft Skills
Interpersonal CommunicationDecision-MakingDe-Escalation SkillsProactive Follow-ThroughClient Relationship Building
Tools & Technologies
Helpdesk PlatformsOmnichannel Customer Support PlatformsCRM SystemsERP Systems
Industry Keywords
Concierge-Level SupportOn-Time DeliveriesSLA TimeframesCross-Departmental CommunicationClient Issues Resolution
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Deliver concierge-level support across email, chat, and phone
- Process quotes and orders
- Ensure on-time, accurate deliveries by following shipping protocols
- Resolve concerns for Designers, Partners, and Distributors
- Build lasting client relationships through proactive follow-through
- Anticipate and resolve client issues before escalation
- Troubleshoot using internal systems
- Prioritize inquiries
- Process cases, refunds, and credits with cross-departmental communication
- Maintain fluency in PJ product offerings and installation know-how
- Maintain documentation in CRM, ERP, and helpdesk platforms
- Record and update ticket progress
- Process customer orders within SLA timeframes
Requirements
What you’ll need- 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 verbal, written, and interpersonal communication skills
- Strong problem-solving, decision-making, and de-escalation abilities
- Must be able to read, write, and speak English
- Must work Monday–Friday, 10:30am–7:30pm
Benefits
Comp & perks- Annual bonus opportunity
- Cost of Living increases
- Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required
- Comprehensive medical coverage with employee premiums as low as $50 per month
- Coverage options for spouse, domestic partner, civil union partner, and family
- Health Reimbursement Account (HRA)
- Prescription, dental, and vision coverage
- Flexible Spending Accounts (FSAs) for healthcare and dependent care
- Employee Assistance Program
- Pet insurance
- 16 paid personal days each year
- 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 annual 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 30, 60, and 90-day milestones
- Continued training
- Exclusive employee discount on Phillip Jeffries wallcoverings
- Access to Working Advantage discounts on travel, entertainment, and everyday purchases