Customer Service Representative

WEST MUSIC COMPANY • Coralville, IA

2h

About The Position

SUMMARY: The Customer Service Representative (CSR) role is to provide quality, professional customer service that consistently meets or exceeds West Music’s standards of excellence and customer expectations. This position is critical to West Music’s success as they are often the first interaction many customers have with West Music.
By recommending order issue or account solutions for our customers, our CSRs are fulfilling the West Music mission of Encouraging people of all ages and abilities to: Play now. Play for life. Drawing on extensive knowledge of our services and systems, the CSR is responsible for maintaining customer satisfaction by providing timely and accurate information when responding to inquiries, questions, or concerns. Our CSRs work directly with customers (primarily via phone, email, and the live website chat) in responding to general customer inquiries and resolving customer order concerns/issues. In the course of a day, a CSR may work with numerous types of customers including individuals, school teachers or administrators, or private institutions.

Requirements

• Minimum of 6 months – 1 year prior customer service experience (either face to face or telephone customer service).
• Appreciation of music and the role it plays in a complete educational experience required.
• Possess the ability to legibly hand write multiple thank you notes.
• Must have strong computer/keyboarding skills with the ability to process high volumes of data on line accurately and for extended periods.

Nice To Haves

• Bachelor’s degree in Music, Business, or related field desired.

Responsibilities

• Answers incoming calls and live chats from customers, assesses customer needs, and proactively provides order solutions and account set up as called for
• Communicates with customers by telephone, fax, web ordering platforms, or e-mail to provide information about products and services, enters orders via fax, email, or electronic avenues (Amazon, website, Walmart, etc), modifies customer information, and responds to customer questions and concerns.
• Modifies and maintains accurate customer information. Keeps detailed and accurate records of all customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Responsible for advising customers of current promotions.
• Will monitor and maintain records of customer quotes, convert quotes into sales orders or delete as directed by the customer/sales team within the established timeframe as needed.
• Document information on specific product complaints and/or defects. Will communicate suggestions based on customer feedback to the appropriate departments regarding products, packaging, shipping, or billing methods and procedures to prevent future customer issues.
• Coordinates with other departments when necessary to ensure positive customer experiences.
• Assists as needed for convention and workshop order entry.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level