North American Customer Experience Intern

Customer Experience (NACX) Intern Shure offers a challenging, fun, and rewarding summer internship program. The twelve-week program is offered to undergraduate and graduate students. We offer internships with a variety of work arrangements from onsite interns to fully remote in US. Each intern will receive a competitive salary. Additionally, interns who are asked to relocate to Illinois for onsite internships will receive a housing stipend to cover living expenses. Applications will be collected, reviewed, and selected candidates will be contacted in late fall/early winter. 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. 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. Qualifications 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. Shure's mission is to be the most trusted audio brand worldwide and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all. Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia. Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence. Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply! Modeled by extensive market analysis and economic best practices, Shure offers competitive intern compensation that is reviewed and adjusted annually by our Total Rewards Team to attract, hire, and retain the industry's top intern talent. Each internship has an hourly rate which varies from $23-$43 per hour based on job function (Engineering, IT, Business, etc) and year completed in school (Junior, Masters 2nd year, PHD, etc). At Shure, we prioritize the well-being of our associates. Benefits for our interns include retirement savings plans and paid time off, employee discounts, professional development opportunities, and work-life balance initiatives. To learn more, check out our Intern Benefits At A Glance