Customer Service Representative
Sweetwater
Fort Wayne, INFresher51m agovia LinkedIn
About the Role
Sweetwater, the nation's #1 online retailer of pro audio equipment and music instruments, is seeking Customer Service Representatives to add to our growing Sales team. This front-line role is often the first voice customers hear. You will answer questions, share non-technical information, write small orders, and connect customers with a Sales Engineer when they need one. No prior product or industry knowledge is necessary.
Key Responsibilities
- Handle a high volume of customer calls and administrative work during an 8-hour shift
- Listen to, document, and provide accurate, satisfactory answers to queries and concerns including but not limited to: estimated time of delivery, basic product availability, invoice and service order status
- Provide accurate information about the status of payments, returns, and refunds to customers, as well as update all payment and customer information as necessary
- Assist customers in navigating their online accounts, as well as other website-specific inquiries
- Respond to email inquiries
- Properly escalate customers as needed to address complex situations and/or technical questions
- Provide clear and actionable feedback to team members with the goal of improving overall customer experience
Requirements & Tech Stack
- Typing speed of 40 words per minute, minimum
- Strong listening, verbal, and written communication skills
- Adept at multi-tasking and time management
- Ability to work under pressure while maintaining patience and a positive attitude
- Independently motivated
- Proven ability to handle a high volume of calls and administrative work
- Ability to work evenings and weekends
- Ability to train at least one week during a daytime shift
Qualifications
- Sweetwater “Ideal” Team-Player:
- WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
- Gets Things Done - Great work ethic and moves with a sense of urgency
- Obsesses over the Details – Committed to paying attention to the details
- Drives Continuous Improvement – Always focusing on effective and efficient work and ways to get better
- Develops the Future – Committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey
- Relocation to Fort Wayne, IN is required.