Client Success Specialist

Job Description

<h3>Job Description</h3><p>Job Description<p>Job description<p><strong>The candidate we&#39;re seeking is best described as someone who:</strong></p><ul><li>Enjoys goal-oriented problem-solving, who is energized by challenges</li><li>Is highly organized and excels in personal time management</li><li>Has a strong vocabulary and is an effective written and verbal communicator</li><li>Provides elite level customer service to students, families and customers</li></ul><p><strong>REQUIREMENTS</strong></p><ul><li>Post-secondary education of any discipline</li><li>Previous experience in delivering exceptional customer service with excellent problem-solving skills</li><li>At least 1 year of success in a sales role (inside or outside)</li><li>Intermediate proficiency in Google Workspace</li><li>Ability to multi-task in order to complete tasks within a fast-paced environment</li><li>Some evenings and consistent Saturdays required</li></ul><p><strong>RESPONSIBILITIES</strong></p><ul><li>Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and instruments) in order to maximize each customer contact opportunity</li><li>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</li><li>Customer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessons</li><li>Business development: Seek out new business opportunities with our existing clientele</li><li>Withdrawal intervention: Respond to withdrawal requests to determine issues, work through issues to retain customers, meet/exceed retention targets (personal and team/school)</li><li>Analysis: Track and analyze withdrawal data in order to increase retention</li></ul><p><strong>PERKS</strong></p><ul><li>Vibrant company culture where everyone has a shared passion for music and education</li><li>Membership in a co-op health benefits package, which offers coverage for dental, medical, and other various benefits</li><li>Staff discounts for instrument purchases and lessons</li></ul><p><strong>Salary Expectations:</strong></p><p>The compensation structure includes both base salary in addition to performance-based commission. Successful candidates have the ability to earn between $50,000 - $65,000.</p><p><strong>Schedule and location:</strong></p><p>The schedule includes a blended schedule included day shifts, evening shifts and consistent weekends. It is expected that the individual will work 4 days a week on-site at the Oakville and/or Vaughan locations and 1 day a week working remotely from home.</p><p><em>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.</em></p></p></p>