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Audio/visual/lighting Customer Success Specialist
4 months ago
**About the job**
Join our mission-driven team at 5 Words Media We're on the lookout for individuals who embody authenticity, honesty, and a strong sense of responsibility. Those who treat others with respect, embrace a team-oriented mindset, deliver with efficiency, and are unwavering in their pursuit of excellence.
**About The Role & Team**:
At 5 Words Media, we're committed to being patient guides for the growth of churches, leveraging repeatable processes and cultivating long-term relationships. Our core team consists of ministry experts with a fervor for supporting churches, all while having the opportunity to work with cutting-edge technology. We're dedicated and diligent, but we also know how to have fun.
**General Purpose of Position**:
Primary goal of the Customer Success Specialist is to schedule, organize, and manage all maintenance, service, and warranty related tasks with previous customers and audio/video/lighting products.
**Summary of Responsibilities/Duties**:
- Receive all service related requests and issues from customers across all of 5WM’s accounts, analyze whether it is under Warranty or Non-Warranty and follow procedures set forth as defined by 5WM
- Maintain excellent customer service standards and procedures in addressing issues with installed products.
- Follow the process for scheduling Ops service calls to meet with the customer and troubleshoot the issue.
- Record retention of steps involved in service calls.
- Work with 5WM RMA Rep to follow all internal processes including submission of SmartSheet RMA forms for all products being sent back to the vendor.
- Work as part of the sales team to quote standard service calls, bill service calls as needed and/or quote box sales or new projects in Salesforce.
- Create opportunities to sell service contracts as well as manage and organize these dates, payments, and maintenance procedures to new and existing clients.
- Work across departments to help improve customer success processes.
**Expectations**:
This is a full-time, in-office position at our Deer Valley office location in Phoenix, AZ. Hours are M-F, 7:30am-4:00pm.
**What's in it for you?**
- 1 week of PTO in your first full year and 14 paid holidays (with paid leave from Christmas Eve-Newy Years Day).
- $19-$24 per hour based on experience and skill set.
- Medical, Dental, Vision, & Life insurance after 90 days, with premiums for our employees covered 100% by the company, and 50% for dependents.
- Opportunity to earn commissions based on sales of service agreements to existing clients.
Pay: $19.00 - $24.00 per hour
**Benefits**:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
**Experience**:
- AVL: 1 year (required)
- Salesforce or CRM software: 1 year (preferred)
- Sales: 1 year (required)
- Smartsheet or project management software: 1 year (preferred)
Work Location: Hybrid remote in Phoenix, AZ 85027
