About the job

Join our mission-driven team at 5 Words Media! We're on the lookout for individuals who embody authenticity, honesty, and a strong sense of responsibility. Those who treat others with respect, embrace a team-oriented mindset, deliver with efficiency, and are unwavering in their pursuit of excellence.

About The Role & Team:

At 5 Words Media, we're committed to being patient guides for the growth of churches, leveraging repeatable processes and cultivating long-term relationships. Our core team consists of ministry experts with a fervor for supporting churches, all while having the opportunity to work with cutting-edge technology. We're dedicated and diligent, but we also know how to have fun.

General Purpose of Position:

Primary goal of the Customer Success Specialist is to schedule, organize, and manage all maintenance, service, and warranty related tasks with previous customers and audio/video/lighting products.

Summary of Responsibilities/Duties:

• Receive all service related requests and issues from customers across all of 5WM’s accounts, analyze whether it is under Warranty or Non-Warranty and follow procedures set forth as defined by 5WM
• Maintain excellent customer service standards and procedures in addressing issues with installed products.
• Follow the process for scheduling Ops service calls to meet with the customer and troubleshoot the issue.
• Record retention of steps involved in service calls.
• Work with 5WM RMA Rep to follow all internal processes including submission of SmartSheet RMA forms for all products being sent back to the vendor.
• Work as part of the sales team to quote standard service calls, bill service calls as needed and/or quote box sales or new projects in Salesforce.
• Create opportunities to sell service contracts as well as manage and organize these dates, payments, and maintenance procedures to new and existing clients.
• Work across departments to help improve customer success processes.

Expectations:

This is a full-time, in-office position at our Deer Valley office location in Phoenix, AZ. Hours are M-F, 7:30am-4:00pm.

What's in it for you?

• 1 week of PTO in your first full year and 14 paid holidays (with paid leave from Christmas Eve-Newy Years Day).
• $19-$24 per hour based on experience and skill set.
• Medical, Dental, Vision, & Life insurance after 90 days, with premiums for our employees covered 100% by the company, and 50% for dependents.
• Opportunity to earn commissions based on sales of service agreements to existing clients.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• AVL: 1 year (Required)
• Salesforce or CRM software: 1 year (Preferred)
• Sales: 1 year (Required)
• Smartsheet or project management software: 1 year (Preferred)

Work Location: Hybrid remote in Phoenix, AZ 85027