HiFi Guide - Live Chat Agent

Who we are

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

In the role of HiFi Guide for TMR as a live chat agent, you will be the first point of contact for our customers seeking real-time assistance through live chat. Your primary responsibilities will include qualifying customers who are interested in selling their gear or who require specialized attention, and scheduling follow-up appointments with our HiFi Buyers or HiFi Guides. You will provide expert guidance on high-end audio products, address technical inquiries, and ensure a high level of service that aligns with our commitment to quality.

Key Responsibilities:

? Engage with customers through live chat to qualify those looking to sell their audio equipment or those requiring additional attention due to high-value purchases.

? Offer expert guidance on product features, compatibility, and performance to help customers make informed decisions.

? Schedule follow-up appointments for qualified customers with our HiFi Guides or relevant team members, ensuring timely and appropriate follow-up.

? Maintain detailed records of customer interactions and issues in our CRM system, ensuring accurate and thorough documentation.

? Collaborate with our HiFi Buyers and other HiFi Guides to resolve customers’ needs and enhance overall customer service.

? Stay updated on our product offerings, services, and industry trends to provide informed recommendations and solutions.

? Uphold the premium service standards of The Music Room by delivering a courteous, knowledgeable, and attentive customer experience.

Minimum Requirements

? Sales experience - face to face and over phone/email

? Understanding of and professional experience with high-performance, 2 channel audio systems

? Excellent communication skills - written and verbal

? Customer service / de-escalation skills

? Computer proficiency

? Ability to collaborate effectively with HiFi Guides and HiFi Buyers to ensure seamless customer experiences

Looking for an experienced professional to assist our team in offering a world-class customer experience. A knowledge of 2 channel audio is necessary to understand and assist customers with their system issues, questions and help achieve audio bliss.

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-to-year growth for 13+ years and have 40+ 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.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):
• If you are interested in this position, send us a cover letter to [email protected] and tell us why you feel you are the best candidate for this position.

Work Location: Remote

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