Customer Service and Sales Associate

Position Overview

The Customer Service / Sales Associate is responsible for creating a pleasant and professional customer experience while assisting clients with rentals, repairs, sales, and product inquiries. Stationed at the front desk, this role handles all in-person interactions, phone calls, and emails with professionalism and attention to detail. The associate acts as a key link between customers, the repair shop, and the management team —ensuring clear communication, accurate documentation, and efficient service.

Key Responsibilities

Customer Interaction & Service

• Professionally greet and assist all in-person customers, as well as respond promptly to phone and email inquiries.
• Guide customers through the instrument rental process, including completing rental forms and explaining rental options.
• Maintain a basic understanding of all instruments offered for rental, including common issues and service needs.
• Listen attentively to customer concerns and provide appropriate responses to common issues.
• Provide additional support for the management of customers as needed.

Communication with Repair Shop

• Present damaged or service instruments to the Shop Manager and clearly relay all information provided by the customer.
• Understand the repair needs, estimated timeframe, and costs as determined by the Shop Manager.
• Communicate all relevant details back to the customer clearly and accurately to manage expectations regarding repair timing and cost.
• Create accurate Prep Sheets for all over-the-counter repairs, rental requests, and exchange requests, and promptly deliver them to the Shop Manager for processing.
• Utilize tools, processes, and technologies to manage the customer workflows.

Sales & Rental Management

• Maintain working knowledge of all accessories and retail items available for sale and promote these products when appropriate.
• Accurately assign instruments to customers using the company’s Instrument Rental System once they are ready for pickup or delivery.
• Identify incoming online orders throughout the day and ensure they are handed off to the shop for fulfillment.
• Implement auditing and checks to ensure 100% customer satisfaction and that anomalies are detected and escalated to management.

Front Desk & Retail Maintenance

• Keep all customer-facing workspaces neat, organized, and professional at all times.
• Maintain and restock retail displays as needed to ensure an appealing presentation.
• Follow company standards for cleanliness and organization throughout the workday.
• Ensure all instrument prices are accurate and clearly visible to customers

Qualifications

• Strong communication and interpersonal skills with a customer-first attitude.
• Previous experience in customer service or retail preferred.
• Basic familiarity with musical instruments or willingness to learn about the company’s product offerings.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail and accuracy in documentation and system entry.
• Proficiency with computers and basic office software (Microsoft Office, email, and company-specific platforms).

Work Environment

This position is primarily front desk–based and involves frequent interaction with customers, both in person and over the phone. Light physical activity may be required, such as moving instruments or restocking retail displays. The workspace must be kept tidy and professional at all times, reflecting the company’s standards for presentation and service.