HiFi Sales & Support Agent

The Music Room (tmraudio.com); United States; On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Life insurance

Loaner gear program

Job summary

The Music Room in the United States is hiring a HiFi Sales & Support Agent. You’ll be the first voice customers hear via live chat, phone, or email, helping them choose components, trade in or sell gear, track orders, or dial in a new piece at home.

You’ll provide quick, honest guidance even when a sale isn’t immediate, document interactions, and coordinate with HiFi Guides and Buyers to ensure each customer ends up with gear that fits their system.

Qualifications

• Experience in a customer service or sales role across phone, chat and email.
• Familiarity with high-performance 2-channel audio gear.
• Ability to guide customers honestly and knowledgeably, even when not selling.

Responsibilities

• Respond fast via live chat, phone, and email to help with buying, selling, trading, or consigning gear.
• Explain features, performance, and compatibility within 2-channel systems.
• Provide first-level technical support for setup and equipment issues.
• Handle order tracking, shipping questions, and returns; escalate complex cases.
• Log interactions in FreshDesk for follow-ups and trends.
• Coordinate handoffs to HiFi Guides or HiFi Buyers when needed.

Skills

Customer service

HiFi knowledge

Communication skills

CRM experience

Job description

We are a team of music lovers, who are dedicated to one singular mission: delivering the very best online shopping experience in the audio industry.We feel that there is nothing more fulfilling than creating a high-performance system on any budget with carefully selected used components, speakers and cables. Buy. Sell. Trade. Consign. Used & New. Find your HiFi sweet spot with The Music Room.

Job Description

As a HiFi Sales & Support Agent, you’ll be the first voice customers hear from The Music Room, by live chat, phone, or email. Our customers are usually building on a system they already love, so your job is to help them take the next step with confidence: finding the right component, trading in or selling gear, tracking an order, or getting a new piece dialed in at home. You’ll answer quickly, give honest and knowledgeable guidance even when the right answer isn’t a sale, and make sure every customer ends up with gear that fits their system. Success in this role looks like fast responses, happy customers, and low returns.

Key Responsibilities:

• Respond Fast & Help First: Answer live chat, phone, and email inquiries promptly, figure out what the customer actually needs, and guide them through buying, selling, trading, or consigning gear.
• Match the Right Gear: Help customers understand features, performance, and compatibility within 2-channel systems, and flag potential mismatches before the order ships rather than after it’s returned.
• Troubleshoot & Set Up: Provide first-level technical support for setup and equipment issues so customers get the performance they paid for.
• Resolve Service Requests: Handle order tracking, shipping questions, and return requests, and elevate complex cases with the full story so customers don’t have to repeat themselves.
• Hand Off with Care: Connect customers ready for a deeper system conversation with a HiFi Guide, and customers looking to sell or trade with a HiFi Buyer, making sure each handoff is warm and complete.
• Document Everything: Log every interaction in FreshDesk so follow-ups, leads, and service trends are visible to the whole team.
• Follow the Process, Improve the Process: Work from our standard playbooks, and speak up when you see a better way to do something.
• Customer-Facing Experience: Experience in a customer service or sales role across phone, chat, and email.
• Audio Passion & Knowledge: Real familiarity with high-performance 2-channel audio. You know your way around amps, sources, speakers, and how they work together.
• Communication Skills: Clear, friendly, and accurate writing (chat and email) and a confident phone voice.
• Ownership & Follow-Through: You resolve issues completely and keep the customer informed until it’s done.
• Tech-Savvy: Comfortable learning new systems quickly. Experience with a CRM or helpdesk tool is a plus.
• Team Player: Works well with HiFi Guides, HiFi Buyers, and the rest of the CX team.
• Availability: Able to work 8 a.m.–5 p.m. Mountain, Monday–Friday.

About The Music Room

Culture:

The Music Room is a vibrant and dynamic family-owned business that is transforming the way home audio customers buy & sell online. We have shown consistent year or year growth for 15+ years and have 60+ employees - both local and remote.

We operate in a custom-built, 15k sq. ft. facility with dedicated areas for shipping, receiving, testing, photography, conference room, offices and purpose-built listening rooms. We strive for a customer-first standard of excellence in all things by leveraging teamwork and Lean processes and forward-thinking systems.

Teamwork & Customer Service are the 2 pillars of success that are emphasized daily.

Bringing new-school innovation into an “old-school” industry. We place a heavy emphasis on the implementation of new and emerging technologies with a goal of providing the best customer experience in the audio industry… period.

We are a family business with a “family first” approach. We work hard but never at the expense of taking care of yourself or your family.

Core Values:

Innovation – DEFY THE GENRE – We are all about making some noise in our industry and doing things differently.We are:Experimental. Groundbreaking. Trailblazers. The HiFi Biz Remixed.We are always exploring and embracing change because we believe we can do it better.

Process – HIT ALL THE RIGHT NOTES – Every detail matters.We value:Fundamentals. Precision. Execution. Consistency. Everyone is playing from the same sheet of music.Our commitment to scalable processes is essential to achieving “standing ovations” from our customers.

Teamwork – NO SOLO ACTS – There’s no lead singer taking the spotlight here.No room for oversized egos.We see the best in each other.We are a smart, talented, tight-knit band where everyone plays their part, and we work in harmony to produce incredible outcomes.

Passion – STAY FOR THE ENCORE – We are passionate about what we do, and we stay connected to each other and our audience through music.We are not a clock-in/clock-out, “go through the motions” organization.We have fun, but we also care deeply about our work, and we are fueled by our passion to achieve excellence.

Authenticity – NO CHEESY COVER SONGS – We stay true to the music that moves us with original compositions, performed in High Fidelity-Unfiltered communication.Integrity. Truth. Leave the “Hotel California” renditions at home.Let’s make some original music that we can be proud of.

Compensation and Benefits

• Compensation: Projected starting rate at $55,000 (DOE)
• Medical, dental and vision insurance
• 401(k) with employer match and profit-sharing eligibility
• Paid time off, sick time and paid holidays
• Employer paid $50,000 in life insurance and long-term disability coverage
• Employee loaner gear program and opportunities to experience exceptional HiFi equipment