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Customer Experience Representative

2 months ago

Niles Illinois, United States Shure Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our North American Customer Experience team as a Customer Experience Representative. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers, dealers, and partners.

Key Responsibilities
  • Provide world-class service to customers, develop creative solutions to complex issues, and offer proactive customer outreach to engage customers on upcoming projects, pending orders, open support cases, roadmap updates, and general questions and/or concerns.
  • Clearly and consistently document contact and account records, customer data, based on interactions to monitor and report on customer satisfaction.
  • Assist with pre-sales leads and tasks to discover needs, pain points, and level of opportunity before introducing to sales for purchase.
  • Be a first point of contact for incoming inquiries in all departments.
  • Engage with all customers, dealers, and partners in a friendly and efficient manner to offer resources, product information, and discover the type of inquiry to determine personalized recommendations and engagement.
  • Develop a thorough understanding of the departments, business, and organization to navigate customers and collaborate with appropriate teams to deliver an elevated customer experience.
  • Share resources, coordinate calls to support with configuration, and work in tandem with the customer and the applications and customer success teams to ensure a successful deployment or issue resolution.
  • Inform management of success as well as track escalated issues to ensure customers receive timely solutions.
  • Coordinate and communicate with the customer throughout the customer journey.
  • Assist with dealer order processing, manage the info queue, help customers submit repair requests through the Shure portal, provide repair updates to customers, and assist with any sort of admin work for these departments as assigned.
Requirements
  • Pursuing a Bachelor's degree in Business Administration, Communications, Psychology, Hospitality Management, Technology, Marketing, or related field.
  • Optimistic attitude when listening, communicating, and providing support to customers for various types of issues and inquiries.
  • Self-motivated, team player, highly inquisitive and curious.
  • Ability to complete tasks in creative and effective ways.
  • Strong organizational skills, sense of urgency, and attention to detail.
  • Dynamic and well-spoken.
  • Strong writing skills to consistently communicate with customers through chat and email.
  • Problem-solving skills and ability to maintain composure and stay calm in challenging situations.
  • Good Microsoft Office Suite skills.
About Shure

Shure's mission is to be the most trusted audio brand worldwide – and for nearly a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure Incorporated is headquartered in Niles, Illinois, with remote and hybrid opportunities throughout the United States. We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.

We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply