Hi-Fi Audio Sales 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 a 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 engaging and qualifying customers interested in purchasing or selling audio gear, as well as handling customer service inquiries. You will gather relevant information to resolve issues, provide expert advice on high-end audio products, and schedule follow-up appointments with HiFi Buyers or HiFi Guides. Delivering exceptional service aligned with TMR?s commitment to an outstanding customer experience will be key to your success.

Key Responsibilities: ? Engage with customers via live chat to qualify those interested in purchasing or selling audio equipment. ? Gather relevant information to accurately diagnose customer issues and work towards effective solutions, escalating when necessary. ? Provide expert guidance on product features, compatibility, and performance to help customers make informed decisions. ? Address basic customer service inquiries, such as order status, return policies, and shipping information, ensuring a smooth customer experience. ? Schedule follow-up appointments with HiFi Guides or relevant team members for qualified customers to ensure timely and effective follow-up. ? Accurately document customer interactions and issues in the CRM system, maintaining detailed and organized records. ? Collaborate with HiFi Buyers and HiFi Guides to address customer needs and improve overall service. ? Stay informed on product offerings, services, and industry trends to provide well-rounded recommendations and solutions. ? Deliver a premium customer experience by being courteous, knowledgeable, and attentive in all interactions.

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

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 or 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

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