North American Customer Experience Intern
Job ID: 2024-3853
Category: Sales
Job Locations: US-IL-Niles
Workplace Arrangement: Remote
Overview
SUMMER 2025
Shure offers a challenging, fun and rewarding summer internship program. The twelve-week program is offered to undergraduate and graduate students. We offer internships with a variety of work arrangements from onsite interns to fully remote in the US. Each intern will receive a competitive salary. Applications will be collected, reviewed, and selected candidates will be contacted in late fall/early winter.
The North American Customer Experience (NACX) Intern is a member of the NACX Department and will be a flex member of the Customer Success, Applications, Channel Support, and Service/Repair teams. They will be a first point of contact for those seeking information or assistance for all Shure products. Through a customer-centric mindset, the Intern will act as a problem solver and liaison for customers as well as a direct resource for customer and dealer requests, questions, and/or problems. The Associate offers prompt and professional responses while creating a personal relationship with the customer and maintaining a positive attitude. The intern will have a unique role of gaining experience with all four departments of the NACX team.
This Internship can be 100% Remote.
Responsibilities
- Provides world class service, develops creative solutions to difficult situations, and offers proactive customer outreach to engage customers on upcoming projects, pending orders, open support cases, roadmap updates (firmware, features, events, etc.), and general questions and/or concerns.
- Clearly and consistently documents Contact and Account records, customer data, based on interactions to monitor and report on customer satisfaction.
- Assists with pre-sales Leads and Tasks to discover needs, pain points, and level of opportunity before introducing to Sales for purchase.
- Be a first point of contact for incoming inquiries in all departments.
- Engages with all Customers, Dealers, and Partners in a friendly and efficient manner to offer resources, product information, and discover the type of inquiry to determine personalized recommendations and engagement.
- Will develop a thorough understanding of the departments, business, and organization to navigate customers and collaborate with appropriate teams to deliver an elevated customer experience.
- Shares resources, coordinates calls to support with configuration, and works in tandem with the customer and the Applications and Customer Success teams to ensure a successful deployment or issue resolution.
- Informs management of success as well as tracks escalated issues to ensure customers receive timely solutions.
- Coordinates and communicates with the customer throughout the Customer journey.
- Assists with Dealer order processing, manages the Info Queue, helps Customers submit repair requests through the Shure portal, provides repair updates to Customers, and assists with any sort of admin work for these departments as assigned.
Qualifications
- Pursuing a Bachelor’s degree in Business Administration, Communications, Psychology, Hospitality Management, Technology, Marketing, or related field.
- Optimistic attitude when listening, communicating, and providing support to customers for various types of issues and inquiries.
- Self-motivated, team player, highly inquisitive and curious.
- Ability to complete tasks in creative and effective ways.
- Strong organizational skills, sense of urgency, and attention to detail.
- Dynamic and well-spoken.
- Strong writing skills to consistently communicate with customers through chat and email.
- Problem-solving skills and ability to maintain composure and stay calm in challenging situations.
- Good Microsoft Office Suite skills.
Applicants for this position must be currently authorized to work in the United States on a full-time basis. Shure will not sponsor applicants for this position for work visas.
WHO WE ARE
Shure's mission is to be the most trusted audio brand worldwide - and for nearly a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.
Shure Incorporated is headquartered in Niles, Illinois, with remote and hybrid opportunities throughout the United States. We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.
THE MIX MATTERS
Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!
PAY TRANSPARENCY
Modeled by extensive market analysis and economic best practices, Shure offers competitive intern compensation that is reviewed and adjusted annually by our Total Rewards Team to attract, hire, and retain the industry's top intern talent. Each internship has an hourly rate which varies from $21-$40 per hour based on job function (Engineering, IT, Business, etc) and year completed in school (Junior, Masters 2nd year, PHD, etc).
