Customer Experience Professional

To apply please send a video of yourself explaining the following:
* What is your experience with piano?
* Detail out your work experience.
* What are you really good at professionally?
* What is something you don’t like doing or find it really hard to do professionally?

About Us:
Our family-owned business has been proudly serving the piano community since 2008. We specialize in providing high-quality tools, parts, and supplies for pianos, catering to the needs of professional musicians, piano technicians, and enthusiasts alike. Located in Tampa, FL, our team is passionate about pianos and dedicated to providing exceptional service to our valued customers.

We are looking for someone who aligns with the Core Values and Mission of our organization, who is willing to develop and grow with us. Ideally, we are looking for someone who wants to work 20+ hours/week.

Core Values:

Compassion: We show empathy, understanding and kindness towards others.
Engagement: We contribute positively to the piano community
Curiosity: We cultivate a desire to explore, question and seek understanding, encouraging creativity, experimentation, and the pursuit of new ideas and solutions.
Growth Mindset: We believe in the potential for growth and improvement through effort and learning.
Empowerment: Take ownership and responsibility for your actions and decisions.
Position Overview:
We are seeking Someone with a heard for piano who is motivated and detail-oriented individual to join our team as a Customer Experience Associate. This role will be responsible for managing the overall customer experience by delivering timely and accurate customer service and collaborating closely with team members. The ideal candidate will embody our core values of Empowerment, Growth Mindset, Curiosity, Engagement, and Compassion.

Job Responsibilities

Customer Interaction: Responding to customer inquiries and resolving issues efficiently to ensure a high level of customer satisfaction. Providing detailed information about products or services, taking orders, handling returns or complaints, and resolving any issues that arise.
Communication: Maintaining clear and professional communication, whether writing or speaking. Using customer relationship management (CRM) tools to track all interactions and ensure consistency in customer communication.
Feedback and Reporting: Collecting and reporting customer feedback to help us improve its products, services, and overall customer satisfaction. Identifying common customer issues and reporting these to the relevant departments for future improvement.
Technical Support: Offering basic technical support and troubleshooting for products or services.
Sales Support: Identifying sales opportunities during interactions with customers and either addressing these directly or referring them to the appropriate sales channels. Encouraging customers to consider additional products or services based on their needs and preferences.
Training and Development: Participating in training sessions to improve knowledge and skills related to customer service best practices and the specific products or services of the company. Staying updated on all new product launches and changes in service policies.
Administrative Tasks: Managing customer accounts, processing orders, and updating database information. Ensuring compliance with all company policies and procedures relevant to customer interactions.
Adaptability and Problem-Solving: Adapting to varying customer moods and managing difficult situations calmly. Being resourceful in finding solutions that satisfy the customer while aligning with company policies.
Collaborate closely with team members to coordinate daily operations and support business growth initiatives.
Demonstrate a commitment to our core values, including empowerment, growth mindset, curiosity, engagement, and compassion.
Other duties as assigned to support the overall success of the business.
Professional Qualifications:

Experience in Customer Service:
Technical Skills:

Proficiency with Technology: Familiarity with computers, basic troubleshooting, and the internet since the role typically involves using specialized software like CRM systems, helpdesk software, and virtual communication tools (including webcam, microphone, etc).
Data Entry and Management: Skills in accurately entering data and managing customer information securely and efficiently.
Soft Skills:

Communication Skills: Excellent verbal and written communication skills to interact effectively with customers and provide clear information.
Empathy and Patience: Ability to empathize with customers, understanding their issues and concerns, and responding with patience, especially in challenging situations.
Problem-Solving Abilities: Strong problem-solving skills to resolve customer issues effectively and creatively.
Adaptability: Being adaptable to various customer personalities and situations that may change rapidly within a remote working environment.
Time Management: Effective time management skills and the ability to prioritize tasks are crucial, especially in a remote setting where self-motivation is key.
Multitasking: Capability to handle multiple tasks simultaneously, such as managing customer calls while entering data into databases.
Team Collaboration: While working remotely, the ability to collaborate and communicate effectively with team members across digital platforms is essential.
Sales Skills: Basic sales skills to identify and capitalize on upselling or cross-selling opportunities during customer interactions.
If you are passionate about pianos, detail-oriented, and eager to contribute to a family-owned business that values empowerment, growth, curiosity, engagement, and compassion, we encourage you to apply for this exciting opportunity to join our team. We offer competitive compensation, a supportive work environment, and the chance to be part of a dynamic and growing company.