Now Hiring!
Sales and Customer Service Associate
Classification: Non-Exempt
Position Type: Full Time
Supervisor: Sales Manager(s)
Supervises: Self
Hourly Rate: $15
Hours: Minimum of 70 hours biweekly or other if PT
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
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Product Knowledge
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Understanding the breadth and depth of Elderly’s inventory offerings.
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Continuously improving understanding of instruments, their history, construction, and common styles to play on each.
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Answering customer questions and inquiries - all sales related conversations
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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
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Communication (verbal, electronic, and face-to-face) - showroom/physical customer, phone calls, online website chat, email correspondence
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Highlight sales and special promotions
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Suggesting additional products, explaining instrument maintenance, etc
Objective #2: Clerical Responsibilities
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Backend Knowledge - General Use of major Systems
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CASES - answering inquiries, customer problems, issues, etc
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Assist customers with purchases, returns/refunds, etc
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Handle cash, credit cards, and all forms of payment that Elderly accepts
Objective #3: Maintain Assigned Showroom Area
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Restocking merchandise (instruments and small goods)
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Minor cleaning (dusting instruments, vacuuming, etc)
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Keeping instruments in tune
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Putouts/clearing setup rack - transferring instruments physically and in system
Objective #4: Phone Room Specific - all of the above plus
Success Metrics – Sales:
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Offer customers vast musical knowledge in service of assisting their decision making.
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Communicates clearly and with empathy, understanding, and patience, whether it be face to face, over the phone or computer, or by any other means.
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Always seeks to improve knowledge of the instruments offered in store, in order to provide an enriching experience to our customers.
Elderly Core Values:
Knowledgeable - We are the ambassadors of fretted and stringed instruments. As a team, we are the experts that help all musicians better their craft. If we don’t know an answer, we acknowledge that and try to find out. Our knowledge and willingness to grow is the backbone of Elderly Instruments.
Community Focused - We understand that all Elderly stakeholders create our world. We consider all parties when making decisions and always try to positively interact with customers, coworkers, vendors, and fans of Elderly.
Enthusiastic - We share our customers' passion for all music and this is demonstrated in how we approach our work. We are proud to assist every step of the way.
Authentic - We believe our reputation is upheld by our honesty. We strive to remain genuine and empathetic when interacting with our customers, coworkers and Elderly stakeholders.
Resilient - We pride ourselves on standing strong through internal and external hardship. We trust each other and our ability to creatively adjust and adapt as needed.
Results-Oriented - In every aspect of Elderly, the end result is how we maintain our reputation. Every perfect setup and repair, timely package, and friendly interaction builds a lasting positive impression on our customers. They deserve to trust that we'll get the job done correctly.
Key Competencies:
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Knowledge
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Must regularly expand their knowledge on products we carry
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Communication (Verbal)
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Clear, quick, minimal/non-repeated errors
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External Disposition (Behavior)
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Critical-thinking
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Watching (or checking) for details that affect business or customer
Other Areas of Responsibility: Keeping assigned floor locations clean, stocked, and organized. Vacuuming, dusting, restocking inventory, moving inventory, and restocking customer bathrooms. Other duties as assigned as needed. This includes but is not limited to special projects and assisting other departments in completing their responsibilities.
Work Environment: This job primarily functions in the phone room and showroom, but is required to work throughout the entire facility (36,000 sq ft).
Physical Demands: This role is required to have full mobility or ability to maneuver themselves through the entire Elderly facility or wherever merchandise is stocked. A substantial amount of physical labor may be required and individuals must be able to move up to 45 lbs regularly throughout the day.
Travel: Travel is minimal (up to 1-5 times annually) and all expenses are paid by Elderly Instruments.
Education or Experience Requirements: High school diploma or equivalent.
Work Authorization/Security Clearance: Must have authorization to work in the United States.
Benefits available (full time): Health insurance or Alternative Health Insurance (Alt-HI) payments in lieu of health coverage, Dental and Vision insurance, Life and Disability coverage, Hospital, Critical Illness, Accident and Cancer Indemnity plans, Retirement plans (with company match), Flexible Spending Accounts (FSA), Six paid holidays and Paid time off.
Benefits available (part time): Retirement plans, Flexible spending plans, Dental and Vision coverage, Supplemental plans such as Hospital, Critical Illness, Cancer Indemnity, Life and Disability coverage.
Elderly Core Values:
Knowledgeable - We are the ambassadors of fretted and stringed instruments. As a team, we are the experts that help all musicians better their craft. If we don’t know an answer, we acknowledge that and try to find out. Our knowledge and willingness to grow is the backbone of Elderly Instruments.
Community Focused - We understand that all Elderly stakeholders create our world. We consider all parties when making decisions and always try to positively interact with customers, coworkers, vendors, and fans of Elderly.
Enthusiastic - We share our customers' passion for all music and this is demonstrated in how we approach our work. We are proud to assist every step of the way.
Authentic - We believe our reputation is upheld by our honesty. We strive to remain genuine and empathetic when interacting with our customers, coworkers and Elderly stakeholders.
Resilient - We pride ourselves on standing strong through internal and external hardship. We trust each other and our ability to creatively adjust and adapt as needed.
Results-Oriented - In every aspect of Elderly, the end result is how we maintain our reputation. Every perfect setup and repair, timely package, and friendly interaction builds a lasting positive impression on our customers. They deserve to trust that we'll get the job done correctly.
Other Areas of Responsibility:
Other duties as assigned. This includes but is not limited to, special projects, grounds maintenance, minor building maintenance, and assisting other departments in completing their responsibilities.
Work Environment: This job primarily functions at a personal desk/office area, located in the Appraisal Department. Workload may involve other parts of the facility (36,000 sq ft).
Physical Demands: This role is primarily in the office with extended periods of sitting or standing. It may periodically require maneuvering through the entire Elderly facility or wherever merchandise is stocked. This role requires some physical labor, and individuals must be able to move up to 45 lbs. This role requires a substantial amount of sitting and standing to inspect instruments and accomplish basic computer work.
Travel: Travel is minimal (up to 1-5 times annually) and all appropriate expenses are paid by Elderly Instruments.
Education or Experience Requirements: High school diploma or equivalent.
Work Authorization/Security Clearance: Must have authorization to work in the United States.
Benefits available (full time): Health insurance or Alternative Health Insurance (Alt-HI) payments in lieu of health coverage, Dental and Vision insurance, Life and Disability coverage, Hospital, Critical Illness, Accident and Cancer Indemnity plans, Retirement plans (with company match), Flexible Spending Accounts (FSA), Six paid holidays and Paid time off.
