What are the responsibilities and job description for the Sales and Customer Service Support Agent position at FFTM Inc DBA The Music Room?
Sales and Customer Service Support Agent
Who we are
We are a team of music lovers, who are dedicated to one singular mission: delivering the very best online shopping experience in the audio industry. We feel that there is nothing more fulfilling than creating a high-performance system on any budget with carefully selected used components, speakers and cables. Buy. Sell. Trade. Consign. Used & New. Find your HiFi sweet spot with The Music Room.
Job Description
As a Sales and Customer Service Support Agent, you will be the first point of contact for customers seeking real-time assistance via live chat and phone calls. Your primary focus will be enhancing the customer experience by making it easy for them to find, purchase, or sell audio equipment while providing expert advice and seamless service. You will help guide customers through the purchasing process, answer product-related questions, and ensure that their inquiries are efficiently routed to the appropriate team members to give them the best chance to move forward with their purchase.
Key Responsibilities:
- Engage & Qualify Customers: Respond to live chat and phone inquiries, qualify customer needs, and guide them through the purchase or sales process.
- Provide Expert Guidance: Offer advice on 2-channel audio systems, helping customers understand features, compatibility, and performance.
- Handle Inquiries & Service Issues: Resolve basic customer service inquiries (orders, shipping, returns), escalating complex issues as needed.
- Facilitate Handoffs: Schedule follow-ups with HiFi Guides or HiFi Buyers for qualified customers, ensuring a smooth transition to close sales.
- Record Interactions: Log accurate details of customer inquiries and actions in the CRM to track and manage leads effectively.
- Collaborate: Work with the HiFi Guides and HiFi Buyers teams to ensure all customer needs are met and leads are properly passed off.
Minimum Requirements
- Sales Experience: Experience in customer-facing roles, including phone and email communication.
- Audio Knowledge: Familiarity with high-performance, 2-channel audio systems.
- Communication Skills: Excellent written and verbal communication.
- Customer Service Skills: Experience resolving customer inquiries with professionalism and enthusiasm.
- Tech-Savvy: Proficient with CRM systems (experience with HubSpot, Freshdesk, or Zendesk a plus).
- Team Player: Ability to collaborate effectively with HiFi Guides and HiFi Buyers.
About The Music Room
Culture:
The Music Room is a vibrant and dynamic family-owned business that is transforming the way home audio customers buy & sell online. We have shown consistent year or year growth for 13 years and have 40 employees - both local and remote.
The Music Room is a vibrant and dynamic family-owned business that is transforming the way home audio customers buy & sell online. We have shown consistent year or year growth for 13 years and have 40 employees - both local and remote.
We operate in a custom-built, 15k sq. ft. facility with dedicated areas for shipping, receiving, testing, photography, conference room, offices and purpose-built listening rooms. We strive for a customer-first standard of excellence in all things by leveraging teamwork and Lean processes and forward-thinking systems.
Teamwork & Customer Service are the 2 pillars of success that are emphasized daily.
Bringing new-school innovation into an “old-school” industry. We place a heavy emphasis on the implementation of new and emerging technologies with a goal of providing the best customer experience in the audio industry… period.
We are a family business with a “family first” approach. We work hard but never at the expense of taking care of yourself or your family.
Core Values:
Innovation – DEFY THE GENRE – We are all about making some noise in our industry and doing things differently. We are: Experimental. Groundbreaking. Trailblazers. The HiFi Biz Remixed. We are always exploring and embracing change because we believe we can do it better.
Process – HIT ALL THE RIGHT NOTES – Every detail matters. We value: Fundamentals. Precision. Execution. Consistency. Everyone is playing from the same sheet of music. Our commitment to scalable processes is essential to achieving “standing ovations” from our customers.
Teamwork – NO SOLO ACTS – There’s no lead singer taking the spotlight here. No room for oversized egos. We see the best in each other. We are a smart, talented, tight-knit band where everyone plays their part, and we work in harmony to produce incredible outcomes.
Passion – STAY FOR THE ENCORE – We are passionate about what we do, and we stay connected to each other and our audience through music. We are not a clock-in/clock-out, “go through the motions” organization. We have fun, but we also care deeply about our work, and we are fueled by our passion to achieve excellence.
Authenticity – NO CHEESY COVER SONGS – We stay true to the music that moves us with original compositions, performed in High Fidelity-Unfiltered communication. Integrity. Truth. Leave the “Hotel California” renditions at home. Let’s make some original music that we can be proud of.
Wages:
This position has a projected starting rate at 50K (DOE)
Benefits:
Medical, Dental, Vision
Short-Term and Long-Term Disability
Life Insurance
Voluntary Hospital, Accident and Critical Illness Insurance
401/K with company match