Customer Experience Representative
7 days ago
Title: Customer Experience RepresentativeJob type: Full-time employee (In-Person, Remote for the right applicant)Location: Fresno, CaliforniaReports to: Community ManagerOverview: Are you passionate about theatre and eager to support productions of all kinds? As a Customer Experience Representative, you'll be the vital link between our innovative resources and the theatre makers who use them, providing thoughtful correspondence and meaningful suggestions to ensure their success.Overview: At Broadway Media, we pride ourselves on being helpful resources/thought partners for productions of all kinds. The Customer Experience Representative is responsible for upholding this image and fostering relationships with our customers through thoughtful correspondence and meaningful suggestions. They will be a problem solver with a passion for customer service. With limited supervision, they will be expected to accomplish multiple tasks simultaneously in a fast-paced environment while maintaining a professional and friendly demeanor with both internal staff and external customers. This role also involves extensive outreach to potential customers and schools, requiring meticulous research and data management skills. The CER will be responsible for creating detailed contact lists, initiating and maintaining communication with leads, and coordinating account setups. By utilizing various databases and tracking systems, the representative will ensure a seamless transition of responsive leads to our internal customer team. This position is ideal for someone with strong organizational abilitiesWhat We Offer: At Broadway Media, we believe creativity thrives when artists and educators have the resources they need. Our digital platform is designed for community, educational, and independent theatre makers, created by theatre professionals with real industry experience. We feature the world's largest selection of officially-sanctioned, Broadway-quality resources, tailored to make producing theatre more accessible and affordable.Customer Experience Responsibilities: The core responsibilities are as follows,Inbound and outbound customer communication via multiple platforms (VoIP phone system, video meetings, email, chat, and social media)Guide customers through our e-commerce website, assisting them with checking out when needed. Provide a customer-focused social media presence by monitoring social media groups and increasing engagementMake recommendations for our customers based on their individual needs including Digital Scenery, Choreography Guides, Hardware, and any future offeringsProvide ad hoc administrative and communication support as needed.Assist our shipping/receiving team for fulfilling orders during the busy season. As a small family business, we all wear multiple hats during this time.Additional tasks and responsibilities as requested by managementLead Generation and Data Responsibilities:Research potential customers from licensor websites (MTI, TRW, Concord).Create detailed contact lists including contact information. Cross reference from customer list to isolate existing customers and remove any existing rentals of the same show. Deliver contact lists to the marketing department for email campaigns.Initiate contact with potential customers via email to start the process. Continually email and contact the customers using templated series of three emails. Transition responsive leads to e-commerce.Utilize our databases to identify and research schools to setup accounts. Obtain contact information for key personnel at identified schools. Initiate contact with district personnel to set up the company as a vendor in the school district.Update the database with new contacts and information. Cross reference from customer list to isolate existing customers within that district. Continually email and contact the customers using template emails. Submit requests to the warehouse for "welcome kits" with swag, letters, and catalogs. Transition responsive leads to e-commerceAdditional Ad-Hoc Responsibilities: Assist our shipping/receiving team for fulfilling orders during the busy season. As a small family business, we all wear multiple hats during this time.Rate of Pay: $17.10 per hourRequired QualificationsA passion for theatre, the performing arts, and emerging technology. Upbeat and positive demeanor with at least 2 years of Customer Service experience Strong ability to establish and nurture meaningful relationships over video, email, chat, social media, and the phone.Flexible and adaptive to change in a highly dynamic work environmentOutstanding written and verbal communication, presentation, and time management skillsStrong organizational abilities and attention to detail.Passion for data and research.Excellent communication skills, both written and verbal.Ability to work independently and as part of a team.Willingness to assist in various roles during peak times.Broadway Media is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
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