Customer Experience Agent

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda, MD and run by founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered printed music, music lessons, dance lessons, and art supplies. Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers -- a decision that remains intact to this day.

Since the 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers. In 2005, Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States. Based in Frederick, MD, Music & Arts is now part of the Guitar Center enterprise and comprises 225+ retail stores, 200+ educational representatives, and 250+ affiliate locations.

• Thoroughly understand and be able to navigate Microsoft programs.
• Handle incoming calls from customers, affiliates and retail stores for questions on rental accounts, tuition, payoff quotes, rental credit, and any problems related to rental accounts.
• Triage calls to determine where to direct the caller if the call is not a call center issue.
• Work scheduled shifts as required to meet call center needs. Participate in overtime as warranted.
• Maintain a friendly, professional, welcoming attitude toward the caller -- always remembering we are MAC ambassadors
• Read, study and become totally familiar with any training and promotional materials.
• Provide timely problem resolution for customers through research and/or assistance tickets requiring assistance from other supporting offices.
• Practice and present suggestive selling to customers on every eligible call to promote sales and services.

• High school diploma or GED required.
• Minimum two years' experience working in an office environment required.
• Call Center or multi‑phone line experience

• Bilingual proficiency in English and Spanish (verbal and written)
• Superior analytical skills geared towards identifying exceptions, errors and systemic failure.
• Superior attention to detail and follow through.
• Proficiency required in Microsoft Outlook and Word.
• Intermediate understanding of Excel.
• Mathematical aptitude required.
• Superior written and verbal communication skills.
• Excellent phone and customer service skills.
• Superior organizational skills.
• Superior deductive reasoning and analytical skills.
• Vigilant with regard to the early recognition of system problems.
• Thorough testing and troubleshooting skills.
• Reliable attendance is required.
• Willingness to work seasonal overtime as required.
• Excellent time management and multi‑tasking skills.
• Ability to maintain standards of conduct expected in a professional environment
• Ability to self‑direct and consistently work in an independent environment when working remotely.

For our employees who are musicians we offer the unique opportunity of gig leave – take time off to share your music with the world and return to your job after your tour! Music & Arts offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

$16-17/hr depending on location, background and experience.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are…