Customer Service Representative

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.

Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned as business needs dictate:

• 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.

Requirements

Education, Experience & Qualifications -

Required Qualifications:

• 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.

Desired Qualifications:

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

Key competencies:

• Service Focus - demonstrates a personal commitment to delivering high quality, professional, responsive service to customers and co-workers
• Communication - shares and receives information using clear oral, written, and interpersonal skills. Demonstrates active listening with co-workers and customers to achieve results.
• Team Player/Collaborative - collaborates with fellow associates to achieve West Music goals. Recognizes and shows respect for the strengths and contributions of others with the ability to develop effective working relationships with co-workers.
• Results oriented - a "can-do" attitude with a desire to take on an increasing level of responsibility and a drive to meet project deadlines.
• Adaptable - thrives in a fast-paced environment; responds positively to evolving priorities or work assignments; open to feedback.

Physical Demands -


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.


While performing the duties of this job, the employee is occasionally required to stand and walk. The employee is frequently required to sit. Will use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms. The employee must infrequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.


West Music is an equal opportunity, equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.