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
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Elderly Instruments, Inc.