Audio Video Customer Service Representative

Audio Video Customer Service Representative

Musco's Insane Impact Team has an opening for an Audio Video Customer Service Representative at our Des Moines office. If your experience aligns with the qualifications outlined below, we look forward to hearing from you!

Essential Criteria:

• Bachelors or Associates Degree in Computer Science, Statistics, Information Management, Mathematics, Data Analytics, Data Science or similar field.
• Preferred - Certification in Business Intelligence platforms (PowerBI, Salesforce CRMA or Similar)
• 2-4 years of customer service experience with excellent customer service skills
• Customer-focused mindset with a passion for delivering exceptional customer service
• Experience in a technical support role, preferably in the LED display industry
• Excellent communication skills, both verbal and written, with the ability to explain technical information to non-technical users
• Strong technical troubleshooting skills and the ability to quickly learn and understand new concepts
• Ability to reassure and handle stressed and/or anxious clients
• Excellent time management skills, quick learner and ability to work independently
• Proficiency in using help desk software and CRM systems
• Experience with A/V, internet, cable, IT or general technology
• Flexible schedule to accommodate customer support needs outside of regular business hours, when necessary
• Work schedule Sunday – Thursday: Sun – 10-6pm and Mon-Thurs – 10-7pm
• Up to but not limited to 20% travel

Roles and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance for their permanent installation screens, mobile trailers, and other LED products
• Diagnose and troubleshoot issues reported by customers in a timely and efficient manner
• Provide step-by-step instructions and guidance to customers to help them resolve technical problems
• Collaborate with our dedicated field technicians and customer support team to escalate and resolve complex issues
• Work with a network of service partners and contractors as needed to solve customer issues
• Document customer interactions and resolutions into our ticketing system
• Contribute to the development of technical support resources, such as knowledge base articles and instructions
• Ensure all paperwork, service logs, and training videos are included for the service team on-site, and that they have all the information needed for successful service request
• Ensure all service issues have been resolved and the client is happy
• Stay up to date on product features and technical specifications to provide accurate and relevant support to customers
• Identify opportunities to improve product usability and customer satisfaction based on customer feedback
• Keep records of interactions with clients and track common issues we have in the field through NetSuite
• Ability to generate reports from our ticketing software

Who is Musco:

Musco, a privately held company since 1976, is the global leader in sports and large-area lighting solutions, with projects in 135 countries. Headquartered in Oskaloosa, Iowa, Musco employs more than 1,800 team members worldwide.

About Insane Impact:

The Team was established in 2015 by Tod Puetz. His unwavering commitment to our craft is infectious. Insane Impact is the nation's leading provider of LED screen solutions. What we do is so much more than building screens. We're here to help our partners create unforgettable experiences, elevate events, and drive exceptional results. We're here to help them make an Insane Impact.

Team Culture and Partnerships:

At Musco, we offer meaningful work in a team-first culture with continuous learning and professional development. We value work-life balance, providing flexibility for community involvement, family activities, and personal time. We have a generous benefit package created with the Team in mind. It includes varying health insurance plans, vision and dental insurance, PTO, 401k, profit sharing, and more!

As supporters of recreational organizations, we help ensure safer and more enjoyable playing experiences worldwide. If giving back resonates with you, learn more about our partnerships.