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Customer Happiness Associate

JOIN THE TOP-RATED DJ DEALER ONLINE AND HELP US MAKE MORE DJS AND PRODUCERS HAPPY!



The Role


We're looking for a reliable, detail-oriented, empathetic problem solver to support our customers after they place orders with us. You’ll be responsible for delivering the 5-star service our customers are used to and representing our motto, “we sell DJ equipment to our friends.”

For us, support isn’t a chore, it’s an opportunity to be there at an important time, build a meaningful relationship and distinguish ourselves from other dealers. We’re looking for someone that wants to join our team and help make 1,000s of DJs and producers happy.

  • 0-3 Years of Customer Facing Experience. Training will be provided.
  • Can work from anywhere in the world with stable internet.
  • Experience or familiarity with DJ/music production equipment preferred, but not strictly required.
  • We're looking to hire for this position immediately. During training, you'll work as an hourly contractor with opportunity to become full-time hire upon successful completion.

About Us


The DJ Hookup is a retailer of DJ gear that puts customer experience above all else. We’re tech savvy, innovative, “cool,” current and we respect the culture and tradition of our craft.

We’re also the highest-rated DJ retailer online thanks to our great prices and experience that we deliver to every customer, every time.

We're looking for talented people to support our rapid growth.

If you'd like to do meaningful work that makes people happy, we're a great fit.



About You (Qualifications)

  • You’re enthusiastic, have empathy towards other people’s issues, and have the ability to convey this through phone and email communication.
  • You’re patient with people and understand that everyone has their own story and background.
  • You’re a true problem solver. Each customer and situation is different. You’ll often need to think on your feet and figure out the best solution for them. We’re a company of speed and effectiveness, not frustration, incompetence and delays.
  • You have excellent organizational skills and pay attention to detail, making sure to see projects to completion, not just initiation.
  • You have college-level written and spoken English, or better.
  • You’re trainable and organized. With 1,000s of shipments going out, you’ll need to be able to learn processes, follow them and produce predictable results.
  • You’re able to learn and adapt fast. We’re a fast growing company and we’re looking for people who can adapt to the different situations, and processes that emerge.
  • Technologically competent. We’re a digital company and you’ll need to become comfortable with a variety of tools and systems. It's not rocket surgery, but comfort with applications to like Excel, Powerpoint and general tablet/laptop competence necessary.
  • Ability to commit to weekly schedule in US CST time zone
  • MUST BE AVAILABLE PART TIME IMMEDIATELY

PREFERRED QUALITIES

  • Some previous customer facing experience
  • Spanish competency
  • DJ/music production interest/experience
  • Interest in e-commerce, technology or online marketing.

Responsibilities

  • Answer incoming customer calls and support tickets regarding billing issues, product problems, service questions and general client concerns
  • Listen to customers and offer specific, effective solutions to each problem
  • Solve customer issues and turn frustrated customers into dedicated ones
  • Update customer information in our internal ticketing system after every communication
  • Stay on top of tasks that need follow-up until issues are resolved to customer’s satisfaction
  • Be an internal advocate for customer concerns and happiness

Compensation & Benefits


Locally competitive compensation depending on experience and qualifications.

Additionally, you’ll have -

  • Access to our entire catalog of top DJ/pro-audio brands at factory price.
  • Paid time off and flexible local holidays
  • Variety of personal development opportunities
  • Location independence, provided no disruptions in reliability

Opportunities for Advancement


We believe in meritocracy and rewarding our team members who contribute and show promise.

This role has the opportunity to become Senior Customer Happiness Associate and eventually Customer Happiness Manager.

Additionally, pending interest, there may be opportunities to grow in other customer facing areas such as sales and marketing or into areas of business and operations.



How to Apply


Please send an email with subject line "Customer Happiness Associate February 18" to sara@thedjhookup.com.

Inside, please answer the following 7 prompts:

  1. Name and phone number (Skype ID if outside of US)
  2. Best time and day next week to be reached
  3. Confirm immediate availability and ability to work 8 to 5PM CST. If you have any scheduling limitations, please let us know.
  4. A paragraph or 2 about why you’re interested in and feel you're qualified for this role (addressing qualifications listed above)
  5. Please write a written response to these sample Support Tickets, as if you were responding to a customer of ours. We won't evaluate your knowledge of our policies or processes, just your written abilities and problem solving approach.
    • “Hello, I just got my DJ equipment faster than expected. Thanks so much! You really went above and beyond to help me get my gear on time. I will definitely recommend you to my DJ friends”
    • “Hey, I hate to say this, but my equipment came after Christmas and I won't be needing it anymore. You guys left me without a gift to put under the tree for my son. Very disappointed. I need to return this asap.”
    • “Hey , I order a controller case a month ago... i know it was back ordered but you guys told me max 2-3 weeks to ship. Can I know when will it be available?”
  6. Please include desired salary (include salary of last position if unsure).
  7. Please include resume or LinkedIn.

Applications must address all 7 prompts for consideration!