Client Success Specialist

Interested candidates are asked to fill in an online job application at https://forms.clickup.com/8622493/f/874cx-11022/ZAJ15MPW0U1K8WNBJY in addition to applying through Indeed - this will place your application in priority queue for consideration

Base Salary: $45,000 - 50,000 / year based on experience

Bonus: Performance-based bonuses ($5,000-$10,000 / year)

Status: Permanent Full-Time

Location: This role is a hybrid position, with 3 work-from-home shifts a week. Ideally, the candidate should be able to work from both our Oakville (2359 Bristol Circle) and Vaughan (3175 Rutherford Road) locations. Saturdays from 9-6pm on-site and one weeknight from 1:30-9:30pm in Oakville are required.

Reports to: Senior Director of Operations

RESPONSIBILITIES

• Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and basic instruments) in order to maximize each customer contact opportunity
• Customer 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 business
• Customer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessons
• Business development: Seek out new business opportunities with our existing clientele
• Withdrawal 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 education
• Health benefits package
• Staff discounts for instrument purchases and lessons

REQUIREMENTS

• Previous experience in delivering exceptional customer service with excellent problem-solving skills
• Previous success in a sales role
• Intermediate proficiency in Google Workspace
• Ability to multi-task in order to complete tasks within a fast-paced environment
• Some evenings and Saturdays required

The company is unique as an employer for many reasons.

Merriam Music: A Unique Blend of Technology, Music, and Growth

1. Pioneers in Technology Adoption
Merriam Music has been a forerunner in embracing technology, from being one of the first major digital piano retailers in the late 1980s, to investing in advanced digital marketing and video production. Our commitment to tech is evident in our customized Salesforce financial system, a unique online lesson portal, and a strong online presence with over 1,000,000 annual visitors. We're a company that continuously adapts to and integrates cutting-edge technologies.

2. Deeply Rooted in Music
At Merriam Music, music isn't just our product, it's our passion. Our team, from the CEO to our IT Director, consists of professional musicians and avid music lovers. This deep connection to music drives our mission to provide lifelong musical fluency and makes our daily work personally meaningful and enriching.

3. A Future-Focused Vision
As a family-owned business, we're not just sustaining growth; we're actively planning for a global presence. Our unique curriculum and over three decades of industry knowledge set us apart, and with an internationally recognized marketing team and innovative approaches in piano retail, we're expanding our reach. We offer a dynamic, growth-oriented environment for talents across various disciplines, united by a love of music and innovation.

Join us at Merriam Music, where technology meets passion, and every employee contributes to a future rich with possibilities.

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.

Job Types: Full-time, Permanent

Salary: $45,000.00-$50,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend

Supplemental pay types:

• Bonus pay
• Commission pay

Education:

• Bachelor's Degree (preferred)

Experience:

• Customer service: 2 years (preferred)
• Sales: 1 year (preferred)
• Music: 1 year (preferred)

Ability to Commute:

• Oakville, ON L6H 6P8 (required)

Work Location: Hybrid remote in Oakville, ON L6H 6P8

Expected start date: 2024-03-04