Remote Customer Success Advocate

West Music; Iowa City (IA); On-site; USD 36,000 - 48,000; Full time

Job summary

West Music in Iowa City is seeking a Customer Service Representative to be the first point of contact for customers, providing essential support and representing our brand with excellence. You will respond to inquiries via phone, email, and chat, build relationships, and document interactions in our CRM.

Strong communication and active listening are essential, along with problem-solving and teamwork to improve service in a fast-paced environment that may be remote or in-office.

Qualifications

• High school diploma or equivalent required.
• Experience in a customer-facing role preferred.
• Strong communication and active listening skills required.
• Proficient with CRM software.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Listen actively to identify needs and provide solutions.
• Resolve issues promptly and escalate when needed.
• Build rapport and manage customer relationships.
• Document interactions in CRM and track history.
• Educate customers on products and policies.

Skills

Customer service

Communication skills

Active listening

Problem solving

CRM software

Empathy

Conflict resolution

Written communication

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

CRM software

Industry-specific software

Job description

West Music in Iowa City is seeking a Customer Service Representative to be the first point of contact for customers, providing essential support and representing our brand with excellence. You will respond to inquiries via phone, email, and chat, build relationships, and document interactions in our CRM.

Strong communication and active listening are essential, along with problem-solving and teamwork to improve service in a fast-paced environment that may be remote or in-office.