Shar Music - Ann Arbor, MI
posted 5 months ago
Are you passionate about music and ready to join a dynamic, growing team? Look no further! We're seeking a Customer Success Professional who not only loves music but is also dedicated to ensuring an exceptional experience for our customers, from their first inquiry to post-purchase support. As our Customer Success Professional, you'll be the friendly voice on the other end of the line, providing information, pricing, and expert guidance on Shar Music's products and services. You'll also play a vital role in supporting our school and rental programs, making a real difference in the lives of aspiring musicians. But that's not all - you'll have the opportunity to engage face-to-face with our showroom guests, sharing your passion for music and helping them find the perfect instruments and accessories to enhance their musical journey. Essential Duties & Responsibilities include providing prompt and courteous assistance to customers via inbound and outbound calls, emails, and live chat, addressing their inquiries, concerns, complaints, and issues effectively and efficiently. You will establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty. Developing an intermediate understanding of our products and services is crucial, as you will need to stay up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information. You will also be responsible for processing credit card payments, resolving failed transactions, assisting with accounting resolutions, and monitoring for potentially fraudulent activities. Meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs) is essential, including customer satisfaction ratings, response time, resolution time, and first call resolution rate. Additionally, you will provide information on Shar Music Loyalty Points program and set up customer accounts, maintain accurate and detailed customer interaction records in our CRM system, assist with collections for Rentals and SharWay programs, and cross-sell relevant products and services. Exceptional customer service is a must, as well as supporting inventory management, handling administrative duties, setting up displays per marketing guidelines, and maintaining a clean and organized environment in the Showroom. You will also need to know the process and guidelines outside of policy to be able to give discounts and refunds, and be proficient at professionally de-escalating minor customer complaints and/or situations. When working in the Showroom, you will act as the responsible party for opening and closing showroom policies and procedures. Schools Customer Support will also be part of your duties, which includes sending & paying invoices, entering purchase orders, generating schools pricing and quotes, entering tax exemption certifications, performing returns and exchanges, and accounting resolutions. All other duties as assigned.