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Customer Service Representative at Peaksware, Remote (United States)

As a Seasonal Customer Service Representative, your primary mission will be to ensure smooth and efficient order processing during our peak back-to-school season. You’ll play a crucial role in supporting our sales and customer success teams, engaging directly with customers via telephone and online communications to quickly and accurately process and activate orders. Beyond order fulfillment, you’ll assist with essential Customer Relationship Management (CRM) data cleanup and organization, directly contributing to customer satisfaction and operational efficiency during this crucial period.

You’re a continuous learner with a hunger for knowledge, approaching challenges as opportunities to improve. You value team members’ input from all levels and actively seek ways to support your colleagues.

You will sit directly with the Sales & Customer Success Teams, and report to the Director of Sales.

Core Functions:

• Efficiently process a high volume of inbound customer orders received via phone, email, and chat, ensuring accuracy and speed during peak seasonal periods.
• Expedite customer order placement and purchase activation, ensuring timely access to our products and services.
• Assist with CRM data cleanup and organization to maintain accurate customer records, streamline operations, and support future customer engagement initiatives.
• Resolve technical purchase-related inquiries and basic product activation issues, escalating complex problems to the appropriate teams when necessary.
• Identify opportunities to educate customers on additional relevant products that can enhance their learning or teaching experience within our music brands.
• Collaborate with teams to provide exceptional service and gather customer feedback for continuous improvement.
• Submit and manage product issues and bugs to the Product and/or Engineering teams as appropriate, ensuring timely resolution for customers.
• The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

• Minimum of 1 year of experience in a customer-facing role, demonstrating strong problem-solving skills, in the music or music education industry.
• Familiarity with MakeMusic Cloud (formerly SmartMusic) and/or Finale is highly beneficial, or a demonstrated ability to quickly learn and navigate new software applications.
• Ability to troubleshoot and resolve technical purchase issues and basic account/activation problems via telephone and email.
• Demonstrated effectiveness in clear and concise verbal and written technical communication.
• Superior customer service and problem-solving skills, with a focus on quick and accurate resolution.
• Ability to maintain a calm and professional demeanor during escalated situations or high-pressure periods.
• Effectively prioritize and manage multiple tasks while maintaining strong organizational skills.
• Technical proficiency with both PC and Mac platforms.

Desired Qualifications:

• Proven experience in a fast-paced customer service environment, managing a high volume of inquiries via phone, email, or chat.
• Prior experience in an educational technology (EdTech) or SaaS company.
• Familiarity with CRM software (e.g., HubSpot) and customer support platforms (e.g., TalkDesk) is a strong plus.
• Experience in Education, especially within music education or school administration.
• A genuine passion for music and/or music education.
• Demonstrated ability to quickly learn and adapt to new software platforms and internal systems.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation:

Peaksware is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $14.49 – $24.14/hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Please contact hello@peaksware.com if you require a reasonable accommodation to review our website or to apply online.

Work Environment:

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.