Love what you do! Support the pros behind the shows.

Work for a company that treats its employees like family! After all, Full Compass Systems is a family-owned business that has almost 50 years' worth of building relationships with our employees and customers. We are a one-stop shop for anything audio, video, lighting, and musical equipment related. We work with Fortune 100 companies, start-up companies, and every type of organization in between.

Position Summary

The Full Compass Customer Service Representative (CSR) is responsible for providing superior service to Full Compass customers with each interaction. The CSR facilitates sales and provides information to the Full Compass customer and provides overflow support to customers that are assigned to our National Sales Representatives. The CSR cultivates potential and current customers by processing incoming orders, answering questions, providing guidance on Pro Audio, Video, and Lighting products to Compass Express, Web, and FDW Wholesale customers, and maintains customer accounts by recording account information in our CRM.

Essential Job Functions

• Provide the highest quality of customer service including applying attentive listening and demonstrating a positive demeanor over the telephone.
• Provide timely follow-up for customers.
• Resolve product or service problems: clarifying customer complaints; determining causes of issues; selecting and explaining the best solution to resolve the issue; expediting correction or adjustment; following up to ensure resolution.
• Assist National Sales Representatives in servicing and facilitating sales for their customers to the extent of the Customer Service Representative's ability.
• Handle incoming calls expeditiously and professionally while being mindful of incoming calls that may be in the queue.
• Continuously strive to increase product knowledge in all areas of our industry while remaining current in the latest and developing trends.
• Demonstrate a solid understanding of FCS' communication procedures and guidelines.
• Demonstrate consistent and predictable attendance.
• Demonstrate a positive approach and attitude by working effectively and constructively with others.
• Attend Full Compass-assigned vendor and product training demonstrations, departmental meetings, and quarterly company meetings.
• Extend courtesy to all co-workers, which includes assisting in the departments of CXW, E-Bay, Amazon and Reception when they are absent.
• Maintain good housekeeping of work areas to provide a safe, clean, organized, efficient, and pleasant work environment.
• Portray a professional image that is consistent with the company's goals of fairness and honesty to suppliers.
• Be prepared for and participate in meetings.
• Other duties as assigned.

Required Education and Experience

• High school diploma/GED

Preferred Education and Experience

• Prior customer service/sales experience
• Prior experience with Pro Audio, Video, and Lighting products
• Experience using AX Microsoft Dynamics, Sales Force or other CRM software

Qualifications

• Excellent interpersonal and customer service skills
• Working knowledge of MS Office Suite

Competencies

• Ability to successfully balance quality of work with quantity of work.
• Ability to manage and effectively prioritize multiple projects in a fast-paced environment.
• Ability to work independently with minimal supervision
• Excellent troubleshooting and analytical skills
• Strong attention to detail
• Ability to answer a high volume of calls, emails and/or web chats daily
• Excellent written and verbal communication skills

Work Environment

Work is performed in an office environment with minimal, if any, travel outside of the office. The employee may be required to regularly lift and/or move up to 25 pounds. The employee is required sit for extended periods; frequently stand and walk; reach above shoulders; and use standard office equipment, including a computer, telephone, copier, printer, and virtual collaboration software. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.