Customer Experience (CX) Agent

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 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.

Background in the interior design industry through a design firm, showroom, or retail interior design environment is helpful

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 $26 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 $50 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.