Company Overview:
Every sign we build starts with a conversation and ends with an invoice, a follow-up and, ideally, a repeat order. We're hiring a full-time Customer Service Representative to own that whole chain: quotes, order handoff, proof approvals, invoicing and the follow-through that turns one job into a long-term account.
Image360 Gurnee is a locally owned, veteran-owned commercial sign and graphics shop. It is part of a national franchise network, serving businesses across Lake County and the northern Chicago suburbs. We provide complete signage and graphics solutions, from design and production to installation. Our capabilities include exterior monument and building signs, interior ADA and wayfinding systems, vehicle graphics, banners, trade show displays, and print.
We work with property managers, general contractors, banks, hospitals, marinas, and small businesses that need quality signage delivered correctly and on time. Under new ownership as of 2026, Image360 Gurnee is focused on streamlined processes, faster quoting, reliable project execution, and building long-term customer relationships.
Position Overview:
As a Customer Service Representative, you will own each customer’s job from the first inquiry through the final invoice and help keep the production team moving. You will report directly to the General Manager and work closely with our production and design teams.
We use modern tools, including AI, to help with routine tasks such as drafting quote responses, follow-ups, invoice reminders, and customer updates. You do not need to be an AI expert. You will review and improve these communications, make sure customers receive accurate information, and help us find ways to make the process faster and more reliable.
A year in, success looks like this: every inquiry answered the same day, standard quotes out within a day, invoices sent when jobs ship, and repeat customers calling you first.
Key Responsibilities:
Customer Service:
- Manage customer communication: Respond to email, web, phone, and in-person inquiries; understand customer needs and set clear expectations for timing and cost.
- Prepare quotes: Create standard estimates in CoreBridge using information from emails, PDFs, photos, and AI-assisted tools. Review for accuracy and escalate complex jobs to the General Manager as needed.
- Enter and release orders: Ensure production has complete specifications, files, deadlines, and installation details.
- Manage proofs: Send proofs, track approvals and revisions, and follow up with customers to keep projects moving.
- Coordinate orders: Provide status updates, coordinate pickups and deliveries, and ensure open jobs are followed through to completion.
AI-Assisted Workflows
- Review AI-generated communications: Approve, edit, or reject proposed quote follow-ups, invoice reminders, and customer communications. Nothing is sent without your review.
- Improve the system: Correct AI errors, flag recurring problems, and point out where more automation or more human review would help.
Billing & Marketing Support
- Manage billing: Send invoices, collect deposits and final payments, and follow up on past-due accounts.
- Maintain marketing channels: Keep the website, email list, and social media accounts current; share completed projects and occasional customer communications.
- Track leads: Record the source of new inquiries to help measure the effectiveness of marketing efforts.
Skills & Qualifications Required
Required
- 2+ years in a customer-facing role involving quotes, orders or account management (counter sales, print or sign shop, contractor office, B2B service desk or similar)
- Experience with an order-management, CRM, point-of-sale or estimating system
- Experience sending invoices and following up on payments
- Clear written communication; most customer contact is by email
- Proficient with Microsoft Office or Google Workspace
- Able to read a proof or drawing and check it against an order
- Comfortable reviewing AI-drafted work and correcting it; no AI experience required
Preferred
- Sign, print or graphics industry experience, especially estimating or job intake
- CoreBridge or another shop management system; QuickBooks
- Basic file-format knowledge (vector vs. raster, PDF, AI, EPS)
- Experience with commercial or B2B customers
Compensation & Benefits:
- Full-time, 40 hours/week, Monday through Friday, daytime hours; no evenings or weekends
- Hourly, non-exempt
- $16 to $20 per hour based on experience; sign or print estimating experience lands at the top of the range
- Paid time off (per the Illinois Paid Leave for All Workers Act) and paid holidays
