Client Success Specialist

Job description

The candidate we're seeking is best described as someone who:

• Enjoys goal-oriented problem-solving, who is energized by challenges
• Is highly organized and excels in personal time management
• Has a strong vocabulary and is an effective written and verbal communicator
• Provides elite level customer service to students, families and customers

REQUIREMENTS

• Post-secondary education of any discipline
• Previous experience in delivering exceptional customer service with excellent problem-solving skills
• At least 1 year of success in a sales role (inside or outside)
• Intermediate proficiency in Google Workspace
• Ability to multi-task in order to complete tasks within a fast-paced environment
• Some evenings and consistent Saturdays required

RESPONSIBILITIES

• Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and instruments) in order to maximize each customer contact opportunity
• 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
• Customer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessons
• Business development: Seek out new business opportunities with our existing clientele
• Withdrawal intervention: Respond to withdrawal requests to determine issues, work through issues to retain customers, meet/exceed retention targets (personal and team/school)
• Analysis: Track and analyze withdrawal data in order to increase retention

PERKS

• Vibrant company culture where everyone has a shared passion for music and education
• Membership in a co-op health benefits package, which offers coverage for dental, medical, and other various benefits
• Staff discounts for instrument purchases and lessons

Salary Expectations:

The compensation structure includes both base salary ($45,000-$55,000 / year) in addition to performance-based bonuses ($5,000-$10,000 / year). Successful candidates have the ability to earn between $50,000 - $65,000 / year.

Schedule and location:

The schedule includes a mixture of day shifts, evening shifts and consistent weekends, spread out over five days a week with two days off. This is a sample schedule but is subject to change based on staffing:

• Two to three weeknights from 1:30pm-9:30pm - on-site at the Vaughan or Oakville location
• One to two weekdays from 11:30am-7:30pm - on-site at the Vaughan or Oakville location
• One weekend day from 8:45am-5:15pm - on-site at the Vaughan or Oakville location

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.