Specialist I, Customer Success

Overview

Join our Customer Experience team as a Customer Success Specialist and play a crucial role in delivering a world-class experience to Shure customers both before and after their purchase.

You'll be at the forefront of customer interactions, expertly managing leads, qualifying opportunities, and guiding customers through our software and cloud onboarding processes. Leveraging your deep product knowledge, you'll address inquiries, solve problems, and provide professional and timely responses. Your expertise in customer satisfaction and Tier 1 technical insights will ensure outstanding service, quick resolution of issues, and smooth escalation of complex cases. If you're passionate about creating exceptional customer experiences, we want you on our team!

This position will be hybrid based out of our Niles, IL HQ! 

Responsibilities

• Independently handle all incoming phone calls, emails, and live chat messages regarding pricing, purchasing, tier 1 basic technical support, and repair for all Shure products as the first point of contact.
• Maintain comprehensive knowledge of all Shure products and their applications. Offer feedback to improve customer service efficiency and share feature requests and workarounds with the team. Understand product functionality and integration, identify customer needs and pain points, and provide creative solutions. Connect potential buyers with local Shure Representatives.
• Managing and responding to incoming leads and opportunity tasks related to all Shure products and lead sources. Responsibilities include onboarding customers to Shure Cloud, handling software license renewals, and managing, qualifying, and cultivating leads for routing to appropriate opportunity tasks across all product categories.
• Clearly and consistently document and update customer records based on interactions, transactions, comments, and complaints to monitor and report on customer satisfaction.
• Creating and managing Service Cloud contacts and cases in Salesforce, tracking escalated issues to ensure timely resolution for customers, and coordinating and communicating with customers throughout the case lifecycle.
• Address and resolve complaints, escalating when necessary, and collaborate with Sales, Dealer Support, Applications Engineering, Marketing, Service, and Repair departments for efficient issue resolution.
• Send update emails and phone communications to customers on pending orders, open ticket(s), advanced replacements and RMAs, upcoming changes (firmware, product features, etc.), and general questions and/or concerns.
• Performs other duties as assigned (i.e., report trends, patterns, FAQs, frequent complains, common requests, and happy Customers to manager

Qualifications

• Bachelor’s degree in business or audio-related field, Business, Communications, or related field preferred.
• Minimum of 3-5 years of experience working in Customer Service, Hospitality, Sales, or related industry
• Salesforce experience strongly preferred.
• Positive attitude when communicating and providing support to customers for all types of issues and inquiries
• Demonstrated technical proficiency with audio electronics and related components
• Ability to exercise independent judgement to complete tasks in creative and effective ways, when necessary to Problem-solving skills and ability to maintain composure and calm in tough situations
• Ability to use professional concepts and apply company policies/procedures to work on problems and issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
• Strong organizational skills and attention to detail
• Self-motivated, works well without daily direction.
• Dynamic and well-spoken online and offline and strong writing skills to constantly communicate with customers through chat and email 

THE MIX MATTERSDon’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!PAY TRANSPARENCYShure offers a competitive compensation structure that is reviewed annually to attract, hire, and retain the industry’s top talent. Base salaries vary based on qualifications, geography, experience, and expertise in each respective discipline. The base salary range for this position is between $54,000 - $87,000. The range displayed on each job posting reflects the minimum and maximum target base salary for this opp