OVERVIEW:
Reporting to the New Media Process Manager, this Customer Service
Representative will represent Birdhouse Records as the on-site customer
service representative and also serve as a liaison to our outside
customer service and fulfillment provider.
RESPONSIBILITIES:
-- Manage customer service of Birdhouse Records to the company's customers
via the Internet, telephone and mail.
-- Respond to customer inquiries concerning:
- Order status
(i.e., fixing botched mail orders)
- Birdhouse
Records product and any outside merchandising
- General
A&R issues (release dates/projects in progress/suggestions for
future releases, etc.)
- Complaints
- General
music questions
- Catalog
-- Update and
retain proactive attempts to provide customer service at first level
of customer interaction with Birdhouse Records.
- Respond
to sales and inquiry information quickly and effectively.
- Work with
process manager to maintain highest level of pro-active customer
service on entire Birdhouse Records.com site.
- Maintain
FAQ area of the website, if it exists.
- Monitor
Birdhouse Records e-mail for common themes and report and work on
solutions for getting information to customers.
- Attend weekly
New Media department meetings.
- Update Monkey's
hotline voice-mail.
-- Maintain,
update, and utilize customer service library of reference materials.
- Use Birdhouse
Records release sheets, production schedules, reference books, etc.
as needed.
- Maintain
list of Web sites that provide reference for customer queries.
- Research
and maintain new references (as needed).
Oversee
Outside Customer Service --Serve as a liaison to our outside customer
service (B3 and Time Customer Service) and fulfillment providers (WEA).
- Serve as
a liaison to our outside customer service and fulfillment providers
and monitor outside customer service resolutions. Coordinate with
the process manager when needed, on monitoring of issues and concerns.
- Maintain
relationships with fulfillment staff.
- Visit, meet
and train customer service staff in Tampa (Time Customer Service)
once a year to keep them abreast of Birdhouse Records releases and
policy.
REQUIREMENTS:
A. At least
two years of experience with working with the public, preferably in
a customer service capacity.
B. Pleasant phone voice/personality.
C. Ability to communicate effectively both oral and written.
D. Knowledge of popular music in general, and Birdhouse Records product
in particular.
E. Proficiency with computer program Microsoft Word.
F. Proficiency with databases helpful.
G. Ability to do research on the Internet.
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