HiFi Sales & Support Agent

Job Description: As a HiFi Sales & Support Agent, you’ll be the first voice customers hear from The Music Room, by live chat, phone, or email. Our customers are usually building on a system they already love, so your job is to help them take the next step with confidence: finding the right component, trading in or selling gear, tracking an order, or getting a new piece dialed in at home. You’ll answer quickly, give honest and knowledgeable guidance even when the right answer isn’t a sale, and make sure every customer ends up with gear that fits their system. Success in this role looks like fast responses, happy customers, and low returns.

Key Responsibilities: Respond Fast & Help First: Answer live chat, phone, and email inquiries promptly, figure out what the customer actually needs, and guide them through buying, selling, trading, or consigning gear. Match the Right Gear: Help customers understand features, performance, and compatibility within 2-channel systems, and flag potential mismatches before the order ships rather than after it’s returned. Troubleshoot & Set Up: Provide first-level technical support for setup and equipment issues so customers get the performance they paid for. Resolve Service Requests: Handle order tracking, shipping questions, and return requests, and escalate complex cases with the full story so customers don’t have to repeat themselves. Hand Off with Care: Connect customers ready for a deeper system conversation with a HiFi Guide, and customers looking to sell or trade with a HiFi Buyer, making sure each handoff is warm and complete. Document Everything: Log every interaction in FreshDesk so follow-ups, leads, and service trends are visible to the whole team. Follow the Process, Improve the Process: Work from our standard playbooks, and speak up when you see a better way to do something.

Minimum Requirements: Customer-Facing Experience: Experience in a customer service or sales role across phone, chat, and email. Audio Passion & Knowledge: Real familiarity with high-performance 2-channel audio. You know your way around amps, sources, speakers, and how they work together. Communication Skills: Clear, friendly, and accurate writing (chat and email) and a confident phone voice. Ownership & Follow-Through: You resolve issues completely and keep the customer informed until it’s done. Tech-Savvy: Comfortable learning new systems quickly. Experience with a CRM or helpdesk tool is a plus. Team Player: Works well with HiFi Guides, HiFi Buyers, and the rest of the CX team.

Availability: Able to work 8 a.m.–5 p.m. Mountain, Monday–Friday. About The Music Room Culture: The Music Room is a vibrant and dynamic family-owned business that is transforming the way home audio customers buy & sell online. We have shown consistent year or year growth for 15+ years and have 60+ employees - both local and remote. We operate in a custom-built, 15k sq. ft. facility with dedicated areas for shipping, receiving, testing, photography, conference room, offices and purpose-built listening rooms. We strive for a customer-first standard of excellence in all things by leveraging teamwork and Lean processes and forward-thinking systems. Teamwork & Customer Service are the 2 pillars of success that are emphasized daily. Bringing new-school innovation into an “old-school” industry. We place a heavy emphasis on the implementation of new and emerging technologies with a goal of providing the best customer experience in the audio industry… period. We are a family business with a “family first” approach. We work hard but never at the expense of taking care of yourself or your family. Core Values: Innovation – DEFY THE GENRE – We are all about making some noise in our industry and doing things differently. We are: Experimental. Groundbreaking. Trailblazers. The HiFi Biz Remixed. We are always exploring and embracing change because we believe we can do it better. Process – HIT ALL THE RIGHT NOTES – Every detail matters. We value: Fundamentals. Precision. Execution. Consistency. Everyone is playing from the same sheet of music. Our commitment to scalable processes is essential to achieving “standing ovations” from our customers. Teamwork – NO SOLO ACTS – There’s no lead singer taking the spotlight here. No room for oversized egos. We see the best in each other. We are a smart, talented, tight-knit band where everyone plays their part, and we work in harmony to produce incredible outcomes. Passion – STAY FOR THE ENCORE – We are passionate about what we do, and we stay connected to each other and our audience through music. We are not a clock-in/clock-out, “go through the motions” organization. We have fun, but we also care deeply about our work, and we are fueled by our passion to achieve excellence. Authenticity – NO CHEESY COVER SONGS – We stay true to the music that moves us with original compositions, performed in High Fidelity-Unfiltered communication. Integrity. Truth. Leave the “Hotel California” renditions at home. Let’s make some original music that we can be proud of.

Compensation: Projected starting rate at $55,000 (DOE)