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Customer Success Representative - Alfred Music

Customer Success Representative 

Alfred Music has a proud, dynamic culture with an entrepreneurial spirit. Within music education, we lead the way — not only with product, but with competitive benefits and a progressive culture.  Reporting to the Director, Customer Success, our Customer Success Representative writes correspondence to and speaks directly with end-users / teachers, mails promotional items and administrates departmental mail.

What will you do in this role? 

  • Delivers appropriate information to B2C customers on product/product lines, dealers and ordering (including software inquiries, suggestions on product choice) through incoming phone calls via the customer service line and those internally transferred (from sales, main switchboard, etc.), written correspondence (including email) and mailing of promotional literature, brochures, catalogs, etc.
  • Acts as lead point-person for all customer service based technical support inquires.  
  • Provides technical support and troubleshooting for various software and web-based product lines to B2C customers and Alfred staff.  
  • Maintains administration usage for web-based software database (EMT, TSM, Dealer Access).
  • Active liaison between customers and Sales and Marketing staff.  
  • Maintains open line of communication with other departments regarding customers’ inquiries and Alfred Music products.
  • Communicates customers’ perspective and complaints to Director, Customer Success and other department team leaders.  
  • Trains new customer service employees and outsource assistance, as necessary.  
  • Provides training and resources for other various departments for all customer service based skills.
  • Prepares refund requests for accounts payable and receivable, both check and credit card.
  • Assists Customer Success Supervisor with email correspondence and in proofing all promotions via mail and the web.  
  • Places orders through the warehouse for promotional use in the LA office; keeps customer service area fully stocked with promotional materials.
  • Assists processing orders, return/credit requests, and incoming calls for sales department as needed.
  • Assists in other areas or departments as needed.

QUALIFICATIONS

  • 1+ year of customer service experience,
  • 1+ year experience working in a call-center environment,
  • 1+ year technical support experience
  • Strong computer skills (Microsoft office suite, Mac OS)
  • Fundamental elements of music desirable
  • Bilingual preferred.

ABLE TO:  

  • Communicate articulately and effectively, both verbal and written, in a professional manner
  • Maintain a patient and professional composure when dealing with stressful phone calls
  • Be self-motivated and goal oriented
  • Be flexible and able to attend to simultaneous multiple tasks (receive calls and key information into system).

 

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