Customer Service Representative

Are you passionate about making a real impact? We're seeking a dynamic Customer Service Representative who thrives on creating positive experiences and delivering exceptional support. In this role, you'll have the opportunity to connect with customers, resolve their challenges, and make a meaningful difference in their lives. If you're enthusiastic, empathetic, and ready to bring your energy to our dedicated team, we want to hear from you! Be a part of a company that values your contributions and celebrates your success. Apply today and help us elevate our customer service to new heights!

Essential Duties & 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 a basic 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, 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 Shar 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 SharWay programs.
• Cross selling relevant products and services.
• Follow pricing and margin control to ensure profitability.
• Understand the shipping process to provide client accurate shipping times and expectations.
• Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, 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 schools pricing and quotes, enter tax exemption certifications, performs returns and exchanges, and accounting resolutions.
• Regular and routine onsite attendance.
• Assists with sales and rental events.
• Other duties as assigned.

Desired Qualifications:

• Highschool diploma or equivalent required.
• Some college education preferred.
• Passion for music and some experience with musical instruments preferred.
• Basic computer literacy, including proficiency in using CRM systems, email, and other relevant software applications.
• Strong time management skills, with the ability to multitask and prioritize tasks effectively.
• Team player with a positive attitude, adaptability, and willingness to collaborate and learn from others.

Benefits Available for Full-time Team Members:

• 401(k)
• 401(k) Matching
• Medical
• Dental
• Vision
• Life
• Short & Long Term Disability
• Generous PTO
• Employee Discount Program
• Pet Insurance

To learn more about Shar Music and our Company Culture check out our socials:

• Our Website: https://strings.sharmusic.com/
• Facebook: https://www.facebook.com/sharmusic
• Instagram: https://www.instagram.com/sharmusic_/
• TikTok: https://www.tiktok.com/@shar_music
• Twitter: https://twitter.com/SharMusic_
• YouTube: https://www.youtube.com/c/SharMusicTV

Shar Music is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation.