Drum Workshop
Customer Service Representative, CA SB 2023
Drum Workshop, Oxnard, California, United States, 93033
Job Type
Full-time
Description
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.Requirements
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 tasksExcellent work ethic and able to multi-taskEducation/Experience
2+ years' experience in technical support, preferable experience in electronic and acoustic drums and/ or music software product supportExperience using customer support software and tools (ZenDesk, Salesforce, Hubspot, etc)Advanced understanding of music software and hardware integration and peripheralsAbility 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 XExceptional customer service orientation and oral/written communication skillsFounded in 1972, Drum Workshop, Inc. is a musical instrument company best known for designing and manufacturing award-winning drums, pedals, hardware, and accessories. Drum Workshop manufactures, markets, and distributes an iconic portfolio of brands including DW® Drums and Hardware, PDP®, Gretsch® Drums and Latin Percussion®. DW's wide range of products have earned their reputation as The Drummer's Choice and are endorsed by many of the world's top artists including Phil Collins, Chad Smith, Sheila E., Mick Fleetwood, and Dave Grohl among others. For more information, visit DWDrums.com.
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.
Please do not apply if you live out of state and will not be moving to Ventura County area of California.
Benefits
Affordable PPO & HMO Health Insurance optionsPPO Dental InsuranceVision InsuranceLife Insurance401k with company matchingTuition ReimbursementVacation PaySick Payand more....
Pay Rate/Range
$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.
Salary Description
$18.00-$21.00 per hour
Full-time
Description
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.Requirements
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 tasksExcellent work ethic and able to multi-taskEducation/Experience
2+ years' experience in technical support, preferable experience in electronic and acoustic drums and/ or music software product supportExperience using customer support software and tools (ZenDesk, Salesforce, Hubspot, etc)Advanced understanding of music software and hardware integration and peripheralsAbility 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 XExceptional customer service orientation and oral/written communication skillsFounded in 1972, Drum Workshop, Inc. is a musical instrument company best known for designing and manufacturing award-winning drums, pedals, hardware, and accessories. Drum Workshop manufactures, markets, and distributes an iconic portfolio of brands including DW® Drums and Hardware, PDP®, Gretsch® Drums and Latin Percussion®. DW's wide range of products have earned their reputation as The Drummer's Choice and are endorsed by many of the world's top artists including Phil Collins, Chad Smith, Sheila E., Mick Fleetwood, and Dave Grohl among others. For more information, visit DWDrums.com.
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.
Please do not apply if you live out of state and will not be moving to Ventura County area of California.
Benefits
Affordable PPO & HMO Health Insurance optionsPPO Dental InsuranceVision InsuranceLife Insurance401k with company matchingTuition ReimbursementVacation PaySick Payand more....
Pay Rate/Range
$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.
Salary Description
$18.00-$21.00 per hour