Customer Service Representative

Are you⠀passionate⠀about⠀providing⠀exceptional⠀customer⠀service?⠀Do you⠀thrive on⠀helping⠀customers⠀and⠀providing⠀them with⠀the best⠀experience⠀possible?⠀If so, we⠀have an⠀exciting⠀opportunity⠀for you to⠀join our⠀team as a⠀Customer⠀Service⠀Representative⠀at Drum⠀Workshop,⠀(DW⠀Drums).

DW⠀is hiring⠀a Customer⠀Service⠀Representative⠀who will⠀be⠀responsible⠀for⠀delivering⠀excellent⠀customer⠀support,⠀ensuring⠀custom⠀satisfaction⠀by⠀providing⠀friendly,⠀knowledgeable,⠀and prompt⠀assistance⠀related to⠀the⠀company's⠀acoustic⠀and⠀electronic⠀drum and⠀percussion⠀products.⠀As a⠀Customer⠀Service⠀Representative,⠀you will⠀be the⠀primary⠀point of⠀contact⠀for our⠀valued⠀customers.⠀Your main⠀goal will⠀be to⠀ensure⠀they⠀receive⠀friendly,⠀knowledgeable,⠀and⠀accommodating⠀customer⠀service⠀that⠀exceeds⠀their⠀expectations.⠀You'll⠀also have⠀the chance⠀to⠀contribute⠀to our⠀growing⠀knowledge⠀base,⠀sharing⠀product⠀tutorials⠀and⠀instructional⠀content⠀through⠀written⠀articles⠀and⠀engaging⠀videos.

This⠀is a⠀full-time⠀position⠀with work⠀from home⠀flexibility⠀however⠀you must⠀be within⠀commutable⠀distance⠀of our⠀headquarters⠀located in⠀Oxnard, CA⠀to⠀regularly⠀come into⠀the office⠀for tours⠀and⠀meetings.

Your Day-to-Day as our Customer Service Representative:

• Provide⠀outstanding⠀customer⠀service by⠀actively⠀listening⠀to and⠀understanding⠀customers'⠀needs,⠀addressing⠀inquiries,⠀and⠀resolving⠀issues⠀promptly.
• Share⠀your⠀expertise⠀through⠀well-crafted⠀product⠀tutorial⠀and⠀instructional⠀content,⠀contributing⠀to the⠀company's⠀knowledge⠀base to⠀empower⠀both⠀customers⠀and retail⠀partners.
• Engage⠀with⠀customers⠀via⠀various⠀communication⠀channels,⠀including⠀telephone,⠀email,⠀web, chat,⠀and social⠀media,⠀ensuring⠀that⠀inquiries⠀are⠀addressed⠀within a⠀48-hour⠀turnaround⠀time.
• Collaborate⠀with⠀cross-functional⠀teams to⠀stay⠀up-to-date⠀with⠀product⠀updates,⠀policies,⠀and⠀procedures,⠀enhancing⠀your⠀ability to⠀assist⠀customers⠀effectively.
• Strive⠀to build⠀strong,⠀long-lasting⠀relationships⠀with⠀customers,⠀making⠀them feel⠀valued and⠀appreciated⠀throughout⠀their⠀interactions⠀with the⠀company.
• Identify⠀opportunities⠀for⠀process⠀improvement⠀and⠀provide⠀feedback⠀to help⠀enhance⠀the⠀overall⠀customer⠀experience.

What You Bring as our Customer Service Representative:

• Ability to⠀function⠀well⠀independently⠀and as a⠀team⠀member.
• Excellent⠀organizational⠀and⠀communication⠀skills and⠀the⠀ability to⠀maintain⠀and⠀communicate⠀information⠀professionally.
• Excellent⠀computer⠀skills⠀with⠀advance⠀skills⠀utilizing⠀Microsoft⠀Office⠀products⠀(Excel,⠀Word,⠀Outlook)⠀and⠀adobe.
• Flexibility⠀and⠀adaptability⠀to⠀changing⠀tasks
• Excellent⠀work ethic⠀and able⠀to⠀multi-task

Education/Experience

• 2+⠀years’⠀experience⠀in⠀technical⠀support,⠀preferable⠀experience⠀in⠀electronic⠀and⠀acoustic⠀drums and/⠀or music⠀software⠀product⠀support
• Experience⠀using⠀customer⠀support⠀software⠀and tools⠀(ZenDesk,⠀Salesforce,⠀Hubspot,⠀etc)
• Advanced⠀understanding⠀of music⠀software⠀and⠀hardware⠀integration⠀and⠀peripherals
• Ability⠀to conduct⠀research⠀into a⠀wide range⠀of music⠀and audio⠀support⠀issues.
• Demonstrated⠀ability to⠀investigate⠀issues and⠀identify⠀root cause⠀and⠀experience⠀using a⠀range of⠀diagnostic⠀utilities.
• Basic⠀computer⠀hardware⠀knowledge⠀with⠀desktop⠀operating⠀systems⠀including⠀Windows⠀Operating⠀System,⠀and Mac OS⠀X
• Exceptional⠀customer⠀service⠀orientation⠀and⠀oral/written⠀communication⠀skills

Benefits

• Affordable⠀PPO & HMO⠀Health⠀Insurance⠀options
• PPO⠀Dental⠀Insurance
• Vision⠀Insurance
• Life⠀Insurance
• 401k⠀with⠀company⠀matching
• Tuition⠀Reimbursement
• Vacation⠀Pay
• Sick⠀Pay

$18.00-$21.00⠀per⠀hour

The⠀successful⠀candidate⠀for this⠀position⠀should⠀possess⠀the⠀physical⠀ability to⠀perform⠀the⠀essential⠀duties of⠀an office⠀job. This⠀includes⠀the⠀capability⠀to operate⠀standard⠀office⠀equipment⠀such as a⠀computer⠀and⠀telephone,⠀as well as⠀perform⠀tasks⠀involving⠀keyboarding⠀and mouse⠀usage.⠀While this⠀position⠀primarily⠀involves⠀sedentary⠀work⠀within an⠀office⠀environment,⠀occasional⠀lifting,⠀carrying,⠀and light⠀physical⠀activities⠀may be⠀required.⠀We are⠀committed⠀to⠀providing⠀reasonable⠀accommodations⠀for⠀individuals⠀with⠀disabilities⠀to ensure⠀equal⠀employment⠀opportunities.