Customer Experience Representative

1 week ago

Mount Juliet, United States KHS America, Inc. Full time
KHS America is a musical instruments distributor managing more than 20 musical instrument brands.

We are dedicated to the enrichment of lives through music performance and education by providing high quality

musical instruments and services designed to support musicians, educators and our retail partners. The Customer Experience Representative resolves issues for both retail partners and end consumers while seeking opportunities to create trust and build brand loyalty.

This position is on-site, in office M-F 8:30am-5:30pm

Essential functions and responsibilities:

• Address and resolve all consumer and dealer warranty claims via telephone, e-mail, written letters, or any other methods of communication

• Utilize all forms of communication including social media, e-mail, telephone, and website chat to provide end consumers with detailed information about KHSA brands; assisting them in making an educated purchasing decision based upon their needs

• Assist end users by connecting them with an authorized dealer for the procurement of KHSA products

• Support the Inside Sales and Business Development teams in resolving any shipping, credit or returns issues and provide follow-up communication to our partner dealers in a timely fashion

• Respond to new dealer inquiries by connecting them with appropriate sales personnel

• Develop and maintain a comprehensive understanding of all KHSA brands and products

• Maintain an account database reflecting contacts, issues, resolutions, and other pertinent information

• Process, maintain and track consumer service tickets and parts orders for accordions and harmonicas

• Recognize and report new or unusual trends in warranty claims

• Maintain regular job attendance; days of work are Monday-Friday; 8-hr. workday schedule

Nonessential functions:

• Will be required to perform other duties as directed, requested or assigned

Success factors/job competencies:

• Strong customer orientation resulting in a rapport with the customer and confidence in KHSA's products

• Excellent interpersonal and communication skills, both in-person and over the telephone, including the ability to effectively mentor, and to present information, issues or discrepancies to customers and co-workers with tact and diplomacy

• Ability to explain difficult concepts to consumers; able to discern the consumer's issue and ask the appropriate questions to understand the issue or problem

• Organization skills; prioritize work

• Tenacity; ability to find the correct answer

• Patience/Empathy

• Commitment to company values of music, integrity, ingenuity, respect, and alignment

Physical demands and work environment: The physical demands and work environment characteristics 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 the essential functions.

• Physical demands: While performing the duties of the job, the incumbent is required to frequently sit, talk and hear; reach with hands and arms; use hands to finger, feel or handle objects, tools or controls. Employee will occasionally stand and walk; occasional lift and/or move objects up to 20-25 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, color vision and ability to focus.

• Work environment: Temperature-controlled office environment. Noise levels vary based on the number of co-workers communicating orally. Occasional visits to the warehouse to check products and parts resulting in a warehouse environment which includes temperature extremes, dust and fumes.

Requirements

• High school diploma or a state-approved high school equivalency diploma

• Bi-Lingual (Spanish)

• Work experience in a role that includes interpersonal communication and problem solving

• Basic knowledge of various musical instrument families and types

• Experience using a computer in a work environment

Qualifications desired:

• Bachelor's degree or some completed college courses

• 2+ years of successful customer service experience, either in a call center or in a retail environment

• Understanding of musical concepts and terminology

• Music industry experience and product knowledge

• Familiarity with all KHSA product lines

• Familiarity with SAP and Microsoft Office

• Knowledge of KHSA operations

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