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Client Success Specialist

2 weeks ago


Oakville, Canada Merriam Music Full time

Job description The candidate we're seeking is best described as someone who: Enjoys goal-oriented problem-solving, who is energized by challengesIs highly organized and excels in personal time managementHas a strong vocabulary and is an effective written and verbal communicatorProvides elite level customer service to students, families and customers REQUIREMENTS Post-secondary education of any disciplinePrevious experience in delivering exceptional customer service with excellent problem-solving skillsAt least 1 year of success in a sales role (inside or outside)Intermediate proficiency in Google WorkspaceAbility to multi-task in order to complete tasks within a fast-paced environmentSome evenings and consistent Saturdays required RESPONSIBILITIES Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and instruments) in order to maximize each customer contact opportunityCustomer loyalty management: Provide high-level customer service to develop relationships and retain students, continually reinforce the Merriam differentiators to help meet targets for both retention and add-on businessCustomer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessonsBusiness development: Seek out new business opportunities with our existing clienteleWithdrawal intervention: Respond to withdrawal requests to determine issues, work through issues to retain customers, meet/exceed retention targets (personal and team/school)Analysis: Track and analyze withdrawal data in order to increase retention PERKS Vibrant company culture where everyone has a shared passion for music and educationMembership in a co-op health benefits package, which offers coverage for dental, medical, and other various benefitsStaff discounts for instrument purchases and lessons Salary Expectations: The compensation structure includes both base salary in addition to performance-based commission. Successful candidates have the ability to earn between $50,000 - $65,000. Schedule and location: The schedule includes a blended schedule included day shifts, evening shifts and consistent weekends. It is expected that the individual will work 4 days a week on-site at the Oakville location (with occasional days at the Vaughan location) and 1 day a week working remotely from home.NOTE: After you have applied, you will receive an automated email to complete a short questionnaire, which will provide a bit more information about you. Please check your spam folder if you don't receive this email. Merriam Music welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.