Customer Service Representative

Applied Labs; Fort Wayne (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Sweetwater in Fort Wayne, IN is hiring multiple Customer Service Representatives to join our sales team. You will handle a high volume of calls, assist customers with orders, payments, returns, and site navigation, and respond to emails to ensure a smooth buying experience.

Relocation to our Fort Wayne campus is required. The role demands evenings and weekend availability and a proactive, customer-first attitude to drive satisfaction across the Sweetwater community.

Qualifications

• Ability to work under pressure with patience and a positive attitude.
• Independently motivated and capable of handling high call volumes.
• Ability to work evenings and weekends.
• Typing speed of 40 words per minute, minimum.
• Strong listening and written communication skills.
• Adept at multitasking and time management.

Responsibilities

• Handle a high volume of customer calls and administrative work during an 8 hour shift.
• Listen to, document, and provide accurate answers to queries including delivery estimates and order status.
• Provide information about payments, returns, and refunds and update customer data as needed.
• Assist customers navigating their online accounts and website inquiries.
• Respond to email inquiries and escalate complex issues when needed.
• Provide feedback to improve customer experience.

Skills

High-volume calls

Customer service mindset

Strong communication

Typing speed 40 wpm

Time management

Job description

Job Requirements

Sweetwater, the nation’s #1 online retailer of pro audio equipment and music instruments is seeking to hire multiple Customer Service Representatives to add to our growing Sales team.

Job Responsibilities

• Handle a high volume of customer calls and administrative work during an 8 hour shift
• Listen to, document, and provide accurate, satisfactory answers to queries and concerns including but not limited to: estimated time of delivery, basic product availability, invoice and service order status
• Provide accurate information about the status of payments, returns, and refunds to customers, as well as update all payment and customer information as necessary
• Assist customers in navigating their online accounts, as well as other website specific inquiries
• Respond to email inquiries
• Properly elevate customers as needed to address complex situations and/or technical questions
• Provide clear and actionable feedback to team members with the goal of improving overall customer experience

Qualifications

• Ability to work under pressure while maintaining patience and a positive attitude
• Independently motivated
• Proven ability to handle a high volume of calls and administrative work
• Ability to work evenings and weekends
• Ability to train at least one week during daytime shift
• Typing speed of 40 words per minute, minimum
• Strong listening, as well as verbal and written communication skills
• Adept at multi-tasking and time management

Sweetwater “Ideal” Team-Player

• WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
• Gets Things Done - Great work ethic and moves with a sense of urgency
• Obsesses over the Details – Committed to paying attention to the details
• Drives Continuous Improvement – Always focusing on effective and efficient work and way to get better
• Develops the Future – Committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required.

Sweetwater’s culture is one that is built on the creation and celebration of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work. Having a truly diverse workforce allows us the opportunity to collectively respect, learn and grow from each unique perspective and experience. We have welcomed thousands of employees and families who have joined the Sweetwater team from all over the nation and the world, and we welcome you, too, to find out why we consider a career at Sweetwater the full-time dream.