Customer Experience Specialist

Job Overview
Sweetwater, the nation's #1 online retailer of pro audio gear and musical equipment is seeking an experienced team member to join our Customer Experience team. Our culture is focused on being the best customer service provider possible every day—and then constantly improving the experience to be even more amazing for our customers. The Customer Experience Specialist will be responsible for working closely with our Sales & Tech Support teams, along with our Director of Customer Service in many different customer service scenarios. You will be the first elevation point for most customer issues and will need amazing problem‑solving skills and great judgment in handling sensitive and intense situations.

Qualifications

3-5 years of experience in a fast‑paced retailer, where you have experience managing difficult and escalated customer experience issues

Deep understanding of e‑commerce customer support methodologies

Experience using customer relationship management tools or other large CRM platforms

You must have a warm and empathetic demeanor when dealing with customers

Excellent written and verbal communication skills

Strong organizational skills

Ability to work successfully and efficiently amidst interruptions or distractions, thriving in a fast‑paced, rapid‑growth environment

Ability to work a flexible schedule to support the needs of the business including evening and weekend availability

Maintain professionalism and confidentiality in escalated situations with customers

A hands‑on self‑starter with a positive attitude and strong work ethic

B.S. preferred

Ideal Team‑Player

WOWs the customer – deep passion and desire for creating amazing customer & colleague experiences

Gets Things Done – great work ethic and moves with a sense of urgency

Obsesses over details – committed to paying attention to the details

Drives Continuous Improvement – always focusing on effective and efficient work and ways to get better

Develops the Future – committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

We function best as a unified team, so relocation to our state‑of‑the‑art campus in Fort Wayne, IN is required. Interested and qualified candidates, please apply. We look forward to exploring your #FullTimeDream with Sweetwater!

Sweetwater’s culture is one that is built on the creation and celebration of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work. Having a truly diverse workforce allows us the opportunity to collectively respect, learn and grow from each unique perspective and experience. We have welcomed thousands of employees and families who have joined the Sweetwater team from all over the nation and the world, and we welcome you, too, to find out why we consider a career at Sweetwater the full‑time dream.

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