North American Customer Experience Intern

Shure•Skokie, IL

7h•$23 - $43•Hybrid

About The Position

The Customer Experience (NACX) Intern is a member of the NACX Department and will be a flex member of the Customer Success, Applications, Channel Support, and Service/Repair teams. They will be a first point of contact for those seeking information or assistance for all Shure products. Through a customer-centric mindset, the Intern will act as a problem solver and liaison for customers as well as a direct resource for customer and dealer requests, questions, and/or problems. The Associate offers prompt and professional responses while creating a personal relationship with the customer and maintaining a positive attitude. The intern will have a unique role of gaining experience with all four departments of the NACX team. This Internship is Hybrid, based in our Skokie, IL location.

Requirements

Pursuing a Bachelor’s degree in Business Administration, Communications, Psychology, Hospitality Management, Technology, Marketing, or related field.
Optimistic attitude when listening, communicating, and providing support to customers for various types of issues and inquiries.
Self-motivated, team player, highly inquisitive and curious.
Ability to complete tasks in creative and effective ways.
Strong organizational skills, sense of urgency, and attention to detail.
Dynamic and well-spoken.
Strong writing skills to consistently communicate with customers through chat and email.
Problem-solving skills and ability to maintain composure and stay calm in challenging situations.
Good Microsoft Office Suite skills.
Applicants for this position must be currently authorized to work in the United States on a full-time basis. Shure will not sponsor applicants for this position for work visas.

Responsibilities

Provides world class service, develops creative solutions to difficult situations, and offers proactive customer outreach to engage customer on upcoming projects, pending orders, open support cases, roadmap updates (firmware, features, events, etc.), and general questions and/or concerns.
Clearly and consistently document Contact and Account records, customer data, based on interactions to monitor and report on customer satisfaction.
Assist with pre-sales Leads and Tasks to discover needs, pain points, and level of opportunity before introducing to Sales for purchase.
Be a first point of contact for incoming inquiries in all departments.
Engage with all Customers, Dealers, and Partners in a friendly and efficient manner to offer resources, product information, and discover the type of inquiry to determine personalized recommendations and engagement.
Will develop thorough understanding of the departments, business, and organization to navigate customers and collaborate with appropriate teams to deliver an elevated customer experience.
Share resources, coordinate calls to support with configuration, and work in tandem with the customer and the Applications and Customer Success teams to ensure a successful deployment or issue resolution.
Inform management of success as well as track escalated issues to ensure customers receive timely solutions.
Coordinate and communicate with the customer throughout the Customer journey.
Assists with Dealer order processing, manages the Info Queue, helps Customers submit repair requests through the Shure portal, provide repair updates to Customers, and assist with any sort of admin work for these departments as assigned.