Student Support Representative (Seasonal)

at  Musora Media

DESCRIPTION

Hey! Are you passionate about supporting individuals on their musical journey? I’m Karissa, Student Success Manager at Musora, and I’m on the lookout for a dynamic individual to step into the role of Student Support Representative on a seasonal basis.
Here, it’s not just about providing support – it’s about crafting unforgettable experiences for our students as they dive into the enchanting world of music.
At Musora, Student Support is the heartbeat of our community. It’s about being there for our students as they learn to play the songs they love. We’re not just about timely responses; we’re about creating an atmosphere where every interaction is a symphony of warmth, support, and understanding. We aim to offer a harmonious and welcoming experience.
As a Student Support Representative, you’ll be responding to both students and potential music enthusiasts. Your mission: to ensure every interaction leaves a lasting note of support and satisfaction. The right candidate for this position will have a background in customer service and understands the importance of building relationships.
You are the first point of contact to our students and we want them to have a positive experience with you as you address their questions or concerns. We consider students to be valued members and one of our highest priorities, and we want to treat them as such.

SKILLS, KNOWLEDGE AND EXPERTISE

Knowledge/Education/Experience

• Proficiency in the English language (written and verbal).
• Knowledge of and ability to explain basic computer tasks/processes.

Skills, Abilities, and Other Attributes

• Ability to exhibit the Company’s Core Values: Empathy, Passion, and Grit.
• Excellent verbal and written communication and strong typing skills.
• A warm, empathetic, and upbeat approach when communicating with students.
• Ability to maintain professionalism/confidentiality in escalated situations with customers.
• Independent problem-solving capabilities.
• A hands-on self-starter with a positive attitude and strong work ethic.
• A computer and wifi adequate to conduct work.
• Comfortable with Google Suite.

KEY DUTIES:

• Communicate with students through phone, email, and chat messaging.
• Process new sign-ups, purchases, renewals, cancellations, and refunds as needed.
• Stay informed about marketing promotions, our websites, and reported issues.
• Report issues for investigation by the product team.

RESPONSIBILITIES:

• A high level of confidentiality is required regarding customer payment information.
• Be willing to go above and beyond to assist current and prospective customers via all channels of communication.
• Strive to enhance overall customer satisfaction by actively listening to concerns, offering solutions, and ensuring a positive customer experience.
• Personal productivity and accountability.