Customer Service Representative

Customer Service Representative

Sweetwater, the nation's #1 online retailer of pro audio equipment and music instruments, is seeking 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.

Job 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

Qualifications:

• 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 daytime shift
• Typing speed of 40 words per minute, minimum
• Strong listening, as well as verbal and written communication skills
• Adept at multi-tasking and time management

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 way 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

We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required. Interested and qualified candidates, please apply. We look forward to exploring your #FullTimeDream with Sweetwater!

Sweetwater's culture is one that is built on the creation and celebration of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work. Having a truly diverse workforce allows us the opportunity to collectively respect, learn and grow from each unique perspective and experience. We have welcomed thousands of employees and families who have joined the Sweetwater team from all over the nation and the world, and we welcome you, too, to find out why we consider a career at Sweetwater the full-time dream.