Musco Lighting · 2 days ago
Audio Video Customer Service Representative
Des Moines, IA
Full-time
Hybrid
Entry, Mid Level
2+ years expMusco Lighting is a global leader in sports and large-area lighting solutions, and they are seeking an Audio Video Customer Service Representative to join their Insane Impact Team. The role involves providing technical assistance and support to customers regarding LED products and ensuring customer satisfaction through effective troubleshooting and communication.
FitnessManufacturingProduct DesignSports
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
Qualification
Required
Bachelors or Associates Degree in Computer Science, Statistics, Information Management, Mathematics, Data Analytics, Data Science or similar field
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
Preferred
Certification in Business Intelligence platforms (PowerBI, Salesforce CRMA or Similar)
Benefits
Varying health insurance plans
Vision and dental insurance
PTO
401k
Profit sharing
And more
Company
Musco Lighting
Musco has focused on the design and manufacture of sports-lighting systems.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Christopher Hyland
Chief Financial Officer
Joe Crookham
Founder
Recent News
Sports Business Journal
2025-10-24
2025-10-24
2025-10-20
Company data provided by crunchbase