Customer Service & Administrative Manager

Antique Piano Shop, Inc. is seeking an experienced, highly organized, and personable Customer Service & Administrative Manager to join our team.

Company Overview

We are a specialized piano restoration company serving customers throughout the United States and internationally. Our clients entrust us with antique, heirloom, and historically significant pianos that often remain in our care throughout an extensive restoration process. Because of this, exceptional communication, organization, attention to detail, and the ability to build lasting relationships with customers are essential to this position.

Job Summary

This is a unique hybrid role combining customer service and sales follow-up with administrative, accounting-support, scheduling, and social media responsibilities. The position can be performed partly remotely but will require regular time at our shop and office in Friendsville, Tennessee.

Duties

• Customer Service & Sales
• Follow up with prospective customers after restoration quotes have been provided and help guide them through the decision-making process.
• Build strong relationships with customers and provide friendly, professional communication throughout the restoration process.
• Prepare restoration contracts according to each customer's selected specifications and options.
• Collect initial restoration deposits and shipping fees.
• Serve as a primary point of contact for customers from the initial contract through completion and delivery.
• Coordinate with our Production Manager to provide customers with regular updates on the progress of their restorations.
• Send customers progress photographs, videos, and other updates supplied by the Production Team.
• Collect final restoration balances and delivery charges when projects are completed.

Shipping & Logistics

• Coordinate piano transportation throughout the United States with professional piano moving companies.
• Assist with occasional international shipping arrangements.
• Schedule completed piano deliveries with customers and piano movers.
• Coordinate with professional piano technicians and tuners throughout the country to arrange post-delivery tuning and related services.

Office & Administrative Responsibilities

• Maintain accurate customer contracts, files, records, and internal master spreadsheets.
• Perform general office and administrative duties using QuickBooks, Microsoft Excel, and other standard business software.
• Assist with basic bookkeeping, budgeting, account reconciliation, recordkeeping, and other administrative tasks.
• Prepare monthly reports for our accountant detailing completed restorations and balances collected.
• Help maintain accurate and organized company records and ensure important customer and financial information is properly documented.
• Assist management with other administrative responsibilities as needed.

Social Media & Content

• Help maintain the company's social media accounts.
• Post photographs and videos showcasing restoration projects, completed pianos, and other company activities.
• Monitor and appropriately engage with customers and followers through company social media accounts.
• Basic photography and videography skills are helpful, although professional-level experience is not required.
• Build strong relationships with customers and provide friendly, professional communication throughout the restoration process.
• Prepare restoration contracts according to each customer's selected specifications and options.
• Collect initial restoration deposits and shipping fees.
• Serve as a primary point of contact for customers from the initial contract through completion and delivery.
• Coordinate with our Production Manager to provide customers with regular updates on the progress of their restorations.
• Send customers progress photographs, videos, and other updates supplied by the Production Team.
• Collect final restoration balances and delivery charges when projects are completed.

Qualifications

• Prior customer service experience required.
• Excellent written and verbal communication skills.
• A friendly, professional, and consistently positive attitude.
• Strong organizational skills and exceptional attention to detail.
• The ability to develop rapport and maintain positive relationships with customers, vendors, piano movers, and technicians.
• Experience with general office and administrative software, including QuickBooks and Microsoft Excel.
• Comfort working with contracts, spreadsheets, customer records, financial information, and scheduling.
• The ability to manage multiple customers and projects simultaneously without losing track of important details or deadlines.
• Good judgment and the ability to communicate professionally when handling sensitive or difficult customer situations.
• Comfort using and navigating business social media accounts, including posting content and engaging with followers.
• Photography and/or videography experience is a plus but is not required.
• The ability to work independently when remote while also working effectively with our team when on-site.

This position is ideal for someone who enjoys working with people but is equally comfortable handling the organizational and administrative responsibilities that keep a business running smoothly.

Because our restoration projects can span an extended period of time, this is not a traditional short-term customer service position. Our Customer Service & Administrative Manager develops ongoing relationships with clients and helps guide them through the entire restoration experience—from their initial decision to proceed through the day their completed piano is delivered back to their home.

The position offers a combination of in-office and remote work, although regular physical presence at our Friendsville, Tennessee location will be required.

Experience in the piano industry is not required. We can teach the right candidate about antique pianos and our restoration process. We are primarily looking for someone who is dependable, personable, organized, detail-oriented, comfortable with technology, and genuinely enjoys working with customers.

To apply, please submit your resume along with a brief introduction describing your customer service and administrative experience.

Pay: $40,000.00 - $70,000.00 per year

Benefits:

• Flexible schedule
• Health insurance

Work Location: Hybrid remote in Friendsville, TN 37737

Salary : $40,000 - $70,000