Client Experience Agent

Music & Arts•Frederick, MD

About The Position

Music & Arts is seeking a Client Experience Agent to handle incoming calls from individual customers, retail stores, and affiliates with questions about accounts, and to assist customers with web purchases and sales. The role supports rental-account inquiries, helps route calls that are outside the call center’s scope, and provides timely customer problem resolution through research or assistance tickets to supporting offices. Agents are expected to deliver a friendly, professional, welcoming customer experience, represent Music & Arts positively, and use suggestive selling on eligible calls to promote products and services. The position requires working scheduled shifts to meet call center needs and participating in overtime when warranted, including seasonal overtime. Agents must learn and use training and promotional materials, navigate Microsoft programs, maintain reliable attendance, and work independently when remote. Other duties, assignments, and projects may be assigned at management’s discretion. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma or GED.
At least two years of experience working in an office environment.
Call center or multi-phone-line experience.
Proficiency in Microsoft Outlook and Word.
Intermediate understanding of Excel.
Mathematical aptitude.
Strong written and verbal communication skills.
Excellent phone and customer service skills.
Strong organizational, time-management, and multitasking skills.
Superior attention to detail and follow-through.
Analytical and deductive reasoning skills, including identifying exceptions, errors, and systemic failures.
Thorough testing and troubleshooting skills, and vigilance in recognizing system problems early.
Ability to maintain professional standards of conduct.
Ability to self-direct and work consistently in an independent environment when working remotely.
Reliable attendance and willingness to work seasonal overtime as required.

Nice To Haves

Bilingual proficiency in English and Spanish, both verbal and written.

Responsibilities

Handle incoming calls from customers, affiliates, and retail stores regarding rental accounts, tuition, payoff quotes, rental credit, and other rental-account issues.
Assist customers with web purchases and sales.
Triage calls and direct callers to the appropriate resource when their issue is not a call center matter.
Work scheduled shifts to meet call center needs and participate in overtime as warranted, including seasonal overtime.
Maintain a friendly, professional, and welcoming attitude toward callers and represent Music & Arts as an ambassador.
Read, study, and become familiar with training and promotional materials.
Resolve customer problems promptly through research and/or assistance tickets requiring support from other offices.
Use suggestive selling on every eligible call to promote sales and services.
Navigate Microsoft programs and use Outlook, Word, and Excel as required.
Maintain reliable attendance and manage time and multiple tasks effectively.
Work independently and self-direct when working remotely.
Test and troubleshoot issues, recognize emerging system problems, and identify errors or exceptions.

Benefits

Gig leave for employee musicians to take time off to perform or tour and return to their job afterward.
Medical insurance.
Dental insurance.
Vision insurance.
401(k) with company match.
Mental health support.
Paid sick time.
Paid holidays.
Paid vacation time.
Employee discount program.
Tuition reimbursement options.