1 Customer Success Professional - Showroom Job in Ann Arbor, MI

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Customer Success Professional - Showroom

SHAR MUSIC

Ann Arbor, MI | Full Time

$49k-62k (estimate)

4 Weeks Ago

Customer Success Professional - Showroom

SHAR MUSIC Ann Arbor, MI

$49k-62k (estimate)

Full Time | Wholesale 4 Weeks Ago

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SHAR MUSIC is Hiring a Customer Success Professional - Showroom Near Ann Arbor, MI

Are you passionate about music and ready to join a dynamic, growing team? Look no further! We're seeking a Customer Success Professional who not only loves 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 Shar Music'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.

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 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 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.
Provide exceptional customer service, assist customers, support inventory management and receives transfer orders, handle administrative duties, sets up displays per marketing guidelines, and maintains 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.
All other duties as assigned.

Desired Qualifications:

Highschool diploma or equivalent required.
Some college education preferred.

Benefits:

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

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, gender identity or any other category protected by federal, state, or local law.