Customer Service Representative - Remote/Work From Home

NOTE: After you have applied, you will receive an automated email to complete a short questionnaire to give us a bit more information. Please check your spam folder if you don't receive this email. Candidates that don't complete this questionnaire cannot be considered.

Job description

The candidate we're seeking is best described as someone who:

Enjoys goal-oriented problem-solving, who is energized by challenges

Is highly organized and excels in personal time management

Has a strong vocabulary and is an effective written and verbal communicator

Provides elite level customer service to students, families and customers

REQUIREMENTS

Post-secondary education of any discipline

Previous experience in delivering exceptional customer service with excellent problem-solving skills

At least 1 year of success in a sales role (inside or outside)

Intermediate proficiency in Google Workspace

Ability to multi-task in order to complete tasks within a fast-paced environment

Some evenings and consistent Saturdays required

RESPONSIBILITIES

Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and instruments) in order to maximize each customer contact opportunity

Customer loyalty management: Provide high-level customer service to develop relationships and retain students, continually reinforce the Merriam differentiators to help meet targets for both retention and add-on business

Customer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessons

Business development: Seek out new business opportunities with our existing clientele

Withdrawal intervention: Respond to withdrawal requests to determine issues, work through issues to retain customers, meet/exceed retention targets (personal and team/school)

Analysis: Track and analyze withdrawal data in order to increase retention

PERKS

Vibrant company culture where everyone has a shared passion for music and education

Membership in a co-op health benefits package, which offers coverage for dental, medical, and other various benefits

Staff discounts for instrument purchases and lessons

NOTE: After you have applied, you will receive an automated email to complete a short questionnaire, which will provide us with a bit more information about you. Please check your spam folder if you don't receive this email. Candidates that don't complete this questionnaire cannot be considered.

Salary Expectations:

The compensation structure includes both base salary ($45,000-$55,000 / year) in addition to performance-based bonuses ($5,000-$10,000 / year). Successful candidates have the ability to earn between $50,000 - $65,000 / year.

Schedule and location:

The schedule includes a mixture of day shifts, evening shifts and consistent Saturdays and is as follows:

Two weeknights, 1:30pm-9:30pm - on-site at the Oakville location

One weekday, 11:30am-7:30pm - on-site at the Oakville location

One weekday, 10:00am-6:00pm - remote work from home

Every Saturday, 9:00am-5:00pm - on-site at the Oakville location

Occasional days at the Vaughan location (3175 Rutherford Road) as needed

Merriam Music welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.