Customer Service Representative
Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
SUMMARY: The Customer Service Representative (CSR) role is to provide quality professional customer service that consistently meets or exceeds West Musics standards of excellence and customer expectations. This position is critical to West Musics success as they are often the first interaction many customers have with West Music.
By recommending order issue or account solutions for our customers our CSRs are fulfilling the West Music mission of Encouraging people of all ages and abilities to: Play now. Play for life. Drawing on extensive knowledge of our services and systems the CSR is responsible for maintaining customer satisfaction by providing timely and accurate information when responding to inquiries questions or concerns. Our CSRs work directly with customers (primarily via phone email and the live website chat) in responding to general customer inquiries and resolving customer order concerns/issues. In the course of a day a CSR may work with numerous types of customers including individuals school teachers or administrators or private institutions.
Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned as business needs dictate:
- Answers incoming calls from customers assesses customer needs and proactively provides order solutions and account set up as called for
- Communicates with customers by telephone fax web ordering platforms or e mail to provide information about products and services enters orders via fax email or electronic avenues (Amazon website Walmart etc) modifies customer information and responds to customer questions and concerns.
- Modifies and maintains accurate customer information. Keeps detailed and accurate records of all customer interactions or transactions recording details of inquiries complaints or comments as well as actions taken.
- Responsible for advising customers of current promotions.
- Will monitor and maintain records of customer quotes convert quotes into sales orders or delete as directed by the customer/sales team within the established timeframe as needed.
- Document information on specific product complaints and/or defects. Will communicate suggestions based on customer feedback to the appropriate departments regarding products packaging shipping or billing methods and procedures to prevent future customer issues.
- Coordinates with other departments when necessary to ensure positive customer experiences.
- Assists as needed for convention and workshop order entry.
Education Experience & Qualifications
Required Qualifications:
Minimum of 6 months 1 year prior customer service experience (either face to face or telephone customer service).
Appreciation of music and the role it plays in a complete educational experience required.
Possess the ability to legibly hand write multiple thank you notes daily.
Must have strong computer/keyboarding skills with the ability to process high volumes of data on line accurately and for extended periods.
Desired Qualifications:
Bachelors degree in Music Business or related field desired.
Key competencies:
Service Focus demonstrates a personal commitment to delivering high quality professional responsive service to customers and coworkers
Communication shares and receives information using clear oral written and interpersonal skills. Demonstrates active listening with coworkers and customers to achieve results.
Team Player/Collaborative collaborates with fellow associates to achieve West Music goals. Recognizes and shows respect for the strengths and contributions of others with the ability to develop effective working relationships with coworkers.
Results oriented a cando attitude with a desire to take on an increasing level of responsibility and a drive to meet project deadlines.
Adaptable thrives in a fastpaced environment; responds positively to evolving priorities or work assignments; open to feedback.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job the employee is occasionally required to stand and walk. The employee is frequently required to sit. Will use hands to finger handle or feel objects tools or controls; and reach with hands and arms. The employee must infrequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision distance vision and the ability to adjust focus.
West Music is an equal opportunity equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.
What we offer:
- Hybrid/Remote work is possible for specific roles
- Full benefits package available the first of the month following the date of hire including:
- Medical dental vision insurance
- 401k with match
- Student Debt Repayment
- PTO/Paid holidays
West Music is an equal opportunity equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
