Summary/Objective: This role is the first impression of Elderly Instruments, both physically and electronically. As Elderly ambassadors, these individuals greet customers, ascertain their needs and guide them to the best products and services to meet those needs. Throughout this journey, the Customer Service Associate educates customers on recommended products and services.
Objective #1: Sales Communications
- Product Knowledge
- Understanding the breadth and depth of Elderly’s inventory offerings.
- Continuously improving understanding of instruments, their history, construction, and common styles to play on each.
- Answering customer questions and inquiries - all sales related conversations
- This includes but is not limited to: Inventory, add-ons, store hours and policy, specific instrument knowledge, giving in-hand descriptions of instruments, directing customers to correct department/Elderly location, etc
- Communication (verbal, electronic, and face-to-face) - showroom/physical customer, phone calls, online website chat, email correspondence
- Speak clearly, use empathy, understanding, and patience with customers.
- Highlight sales and special promotions
- Suggesting additional products, explaining instrument maintenance, etc
Objective #2: Clerical Responsibilities
- Backend Knowledge - General Use of major Systems
- Netsuite
- Shopify
- All Sales SOPs (system specific) are documented
- CASES - answering inquiries, customer problems, issues, etc
- Assist customers with purchases, returns/refunds, etc
- Handle cash, credit cards, and all forms of payment that Elderly accepts
Objective #3: Maintain Assigned Showroom Area
- Restocking merchandise (instruments and small goods)
- Minor cleaning (dusting instruments, vacuuming, etc)
- Keeping instruments in tune
- Putouts/clearing setup rack - transferring instruments physically and in system
Objective #4: Phone Room Specific - all of the above plus
- Monitoring fraud
- Demoing of instruments for customers not in-store
Success Metrics – Sales:
- Offer customers vast musical knowledge in service of assisting their decision making.
- Communicates clearly and with empathy, understanding, and patience, whether it be face to face, over the phone or computer, or by any other means.
- Always seeks to improve knowledge of the instruments offered in store, in order to provide an enriching experience to our customers.
Key Competencies:
- Knowledge
- Must regularly expand their knowledge on products we carry
- Communication (Verbal)
- Clear, quick, minimal/non-repeated errors
- External Disposition (Behavior)
- Critical-thinking
- Watching (or checking) for details that affect business or customer
Other Areas of Responsibility: Keeping assigned floor locations clean, stocked, and organized. Vacuuming, dusting, restocking inventory, moving inventory, and restocking customer bathrooms. Other duties as assigned as needed. This includes but is not limited to special projects and assisting other departments in completing their responsibilities.
Work Environment: This job primarily functions in the phone room and showroom, but is required to work throughout the entire facility (36,000 sq ft).
Physical Demands: This role is required to have full mobility or ability to maneuver themselves through the entire Elderly facility or wherever merchandise is stocked. A substantial amount of physical labor may be required and individuals must be able to move up to 45 lbs regularly throughout the day.
Travel: Travel is minimal (up to 1-5 times annually) and all expenses are paid by Elderly Instruments.
Education or Experience Requirements: High school diploma or equivalent.
Work Authorization/Security Clearance: Must have authorization to work in the United States.
