CUSTOMER SUCCESS PROFESSIONAL– ANN ARBOR – IN-PERSON

Job Summary

Our client is looking for a customer success professional. A successful candidate will not only love 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 our client’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.

Responsibilities

· Customer Support: Provide 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.

· Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.

· Product Knowledge: Develop an intermediate understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.

· Process credit card payments, resolve failed transactions, assist with accounting resolutions, and monitor for potentially fraudulent activities.

· Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first-call resolution rate.

· Provide information on a Music Loyalty Points program and set up customer accounts.

· Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.

· Assist with collections for Rentals and other programs.

· Cross-selling relevant products and services.

· Provide exceptional customer service, assist customers, support inventory management and receive transfer orders, handle administrative duties, set up displays per marketing guidelines, and maintain a clean and organized environment in the Showroom.

· Knows the process and guidelines lines outside of policy to be able to give discounts and refunds.

· Is proficient at professionally de-escalating minor customer complaints and/or situations.

· When working in the Showroom, acts as the responsible party for opening and closing showroom policies and procedures.

· Schools Customer Support: sending & paying invoices, entering purchase orders, generating school pricing and quotes, entering tax exemption certifications, performing returns and exchanges, and accounting resolutions.

· All other duties as assigned.

Requirements

· High School diploma or equivalent required

· Some college education preferred

Perks/Benefits

· 401(k)

· 401(k) Matching

· Medical

· Dental

· Vision

· Life

· Short & Long Term Disability

· Generous PTO

· Employee Discount Program

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