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 grass cloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wall coverings 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.

• 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

• Anticipate and resolve client issues before they escalated
• 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

• 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 time frames

• 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

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.

• 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

• 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

• 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…