Job Description

About the job

Join our mission-driven team at 5 Words Media! We're on the lookout for individuals who embody authenticity, honesty, and a strong sense of responsibility. Those who treat others with respect, embrace a team-oriented mindset, deliver with efficiency, and are unwavering in their pursuit of excellence.

About The Role & Team:

At 5 Words Media, we're committed to being patient guides for the growth of churches, leveraging repeatable processes and cultivating long-term relationships. Our core team consists of ministry experts with a fervor for supporting churches, all while having the opportunity to work with cutting-edge technology. We're dedicated and diligent, but we also know how to have fun.

General Purpose of Position:

Primary goal of the Customer Success Specialist is to schedule, organize, and manage all maintenance, service, and warranty related tasks with previous customers and audio/video/lighting products.

Summary of Responsibilities/Duties:

Receive all service related requests and issues from customers across all of 5WM’s accounts, analyze whether it is under Warranty or Non-Warranty and follow procedures set forth as defined by 5WM
Maintain excellent customer service standards and procedures in addressing issues with installed products.
Follow the process for scheduling Ops service calls to meet with the customer and troubleshoot the issue.
Record retention of steps involved in service calls.
Work with 5WM RMA Rep to follow all internal processes including submission of SmartSheet RMA forms for all products being sent back to the vendor.
Work as part of the sales team to quote standard service calls, bill service calls as needed and/or quote box sales or new projects in Salesforce.
Create opportunities to sell service contracts as well as manage and organize these dates, payments, and maintenance procedures to new and existing clients.
Work across departments to help improve customer success processes.

Expectations:

This is a full-time, in-office position at our Deer Valley office location in Phoenix, AZ. Hours are M-F, 7:30am-4:00pm.

What's in it for you?

1 week of PTO in your first full year and 14 paid holidays (with paid leave from Christmas Eve-Newy Years Day).
$19-$24 per hour based on experience and skill set.
Medical, Dental, Vision, & Life insurance after 90 days, with premiums for our employees covered 100% by the company, and 50% for dependents.
Opportunity to earn commissions based on sales of service agreements to existing clients.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits: