Musora Mentor - Jobs in Abbotsford, BC

Job Description

You have a musical aptitude, are friendly (customer-centric), and enjoy connecting and nurturing customer relationships.We want YOU to bring your unique self to work and play. We are committed to Diversity, Equity and Inclusion (DEI) and care about learning (and unlearning), celebrating, and adapting our processes for continual improvement. At any stage in our hiring process, please let us know if you require any accommodations. We will do our best to provide reasonable accommodation.What’s in it for you:

• Career Development. You’re joining a growing team. The opportunities in this role are limited only by your imagination.
• Benefits. Physical & mental health benefits, prescriptions, dental, and vision benefits - we care about our employees, and we want to make sure YOU have the benefits you need to stay healthy and well.
• Paid time off. We understand and value the importance of rest and recovery, including time away from work! (Plus, you’ll get your birthday off .)
• On-site gym. We have a miniature “iron paradise” you’re welcome (encouraged, even) to use at your leisure.
• Onsite SNACKS. Including beer (yes, beer), kombucha, Cliff bars, and a delicious assortment of cheeses.

Job/Position OverviewAs a Musora Mentor, you are the dedicated point of contact for a cohort of Musora students. Your mission is to maintain long-term relationships with each customer you connect with.Key Qualifications:Knowledge/Education/Experience

• Proficiency in the English language (written and verbal).
• Deep knowledge and passion for music and fundamental musical concepts.
• Knowledge of and ability to explain basic computer tasks/processes.

Skills, Abilities, and Other Attributes

• Ability to exhibit the Companys Core Competencies, which include our three core values: Empathy, Passion, and Grit, as defined on our company website.

• 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.
• Comfortable with Google Suite.

Key Duties:

• Build meaningful relationships with Musora students.
• Communicate with students through phone, email, and chat messaging.
• Answer questions about our platform, lessons, gear, and music theory.
• Proactively retain students and work to increase their lifetime value.
• 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:

• Engagement levels for students in dedicated support cohort.
• Retention and lifetime value for students in dedicated support cohort.
• A high level of confidentiality is required regarding customer payment information.
• Personal productivity and accountability.

Work Conditions:

• Environment: If working in the office: work will typically be performed in an indoor, open-concept office environment and in-house studio, protected from loud noises. Throughout the day, some noise like drums, piano, or other musical instruments may occur within the studio. Ear protectors are encouraged if entering the studio when there is loud noise.
  • Distractions/multiple demands (include other departments in your workspace, noise from surrounding studios, and potential mature language due to the variety of artists Musora potentially contracts).
  • There’s flexibility to work on-site, hybrid (mixture of on-site and remote work) or fully remote. If you work fully remotely, we will ensure you are set up with equipment to meet your work requirements at Musora.
• Hazards: none.

Key Performance Indicators (KPI) (What you will be measured on)

• Engagement
• Churn Rate
• Customer Satisfaction (CSAT)
• Average Response Time

Reporting Structure

• Reports to the Student Support Assistant Manager(s)

Musora Media Inc. is an equal opportunity employer that is committed to diversity, equity, and inclusion in the workplace. We believe that diversity, equity, and inclusion are a necessity and that all humans have strengths, skills, and abilities that are unique and valuable. We do not permit discrimination or harassment of any kind. This includes all employment practices within Musora Media because we hire based on qualifications and business needs. We truly care about ensuring a transparent culture where everyone feels welcome, heard, and appreciated.Company ProfileMusora Media is the leader in online music education, with more than 15 years of experience, 100 million video views, 100+ staff, and 100+ instructors. We are looking for exceptional people who contribute to the growth of our brands - Drumeo, Pianote, Singeo, and Guitareo. We are dedicated to making the world a better place through music. We are looking for exceptional people who believe in the power of music and can contribute on a daily basis to the growth of our brands - Drumeo, Pianote, Singeo, and Guitareo - helping to achieve our ambitious goal of educating the world about the joys of learning music.All offers are contingent upon the successful completion of background checks and/or employment verification results.Quick Apply

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