Consumer Service Representative

Gibson-Inc; Nashville (TN); On-site; USD 32,000 - 50,000; Full time

Job summary

Gibson-Inc in Nashville, TN seeks a Customer Service Representative to deliver elite fan support across phone, email, chat, and social channels, building loyalty through proactive, consultative service.

You will resolve issues and advise on Gibson products, coordinating warranty parts or repairs with strong CRM and organization to handle multiple inquiries in a fast-paced setting.

Qualifications

• Proven success in delivering superior customer service with 2+ years’ experience in service centers, music stores, or other specialty retail experiences.
• High School Diploma or equivalent required. College degree preferred.
• Working knowledge of guitars and accessories, amplifiers, and professional and consumer audio equipment
• Salesforce service cloud experience
• Project management skills and ability to work as part of a team

Responsibilities

• Create loyalty by building relationships with fans that are proactive, anticipatory, and consultative.
• Provide superior service to fans by using service skills via phone, email, chat, and social channels.
• Assist consumers with inquiries regarding existing and new Gibson products, including pre- and post-sale inquiries, through accurate, comprehensive, and timely communication.
• Resolve product or service issues by clarifying the issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist consumers and external service providers with product service support including troubleshooting, warranty replacement parts, repairs referrals, and factory service or product replacement.

Skills

CRM

Empathy

Communication

Problem-solving

Organization

Multitasking

Relationship building

Education

High School Diploma or equivalent

College degree preferred

Tools

Microsoft Word

Excel

Outlook

Salesforce Service Cloud

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Consumer Service Representative

Regular Full Time Nashville, TN, US

The Consumer Service Representative is responsible for creating consumer loyalty by providing superior service to our fans by building strong relationships, consulting on opportunities and issues, and proactively solving problems. This position ensures we fulfil our service mission by providing the level of consumer service that Gibson is known for.

Essential Functions

• Create loyalty by building relationships with fans that are proactive, anticipatory, and consultative.
• Provide superior service to fans by using service skills via phone, email, chat, and social channels.
• Assist consumers with inquiries regarding existing and new Gibson products, including pre- and post-sale inquiries, through accurate, comprehensive, and timely communication.
• Resolve product or service issues by clarifying the issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist consumers and external service providers with product service support which will include product troubleshooting, providing warranty replacement parts, making referrals for repairs, and arrangements for factory service or product replacement.
• Other duties as assigned.

Required Skills/Abilities/Experience

• Demonstrate empathy for fans while acknowledging and addressing differences in a productive manner.
• Experience developing and managing relationships (CRM)
• Consultative, problem-solving skills
• Exceptional communication skills with an ability to manage consumer interactions.
• Demonstrated accountability for delivering results
• Outstanding organizational and follow-up skills
• Must be able to manage multiple issues simultaneously, and organize workload to meet timelines in a fast-paced environment
• Solid interpersonal skills with proven ability to develop and maintain effective relationships at all levels of the organization

Required Education and Experience

• Proven success in delivering superior customer service with 2+ years’ experience in service centers, music stores, or other specialty retail experiences.
• High School Diploma or equivalent required. College degree preferred.
• Working knowledge of guitars and accessories, amplifiers, and professional and consumer audio equipment
• Experienced in Microsoft Word, Excel, and Outlook
• Salesforce service cloud
• Project management skills combined with ability to work as part of a team

Personal Qualities

• Passionate about working and winning in a team environment.
• Results oriented and driven, with a track record for exceeding expectations
• Flexibility to adapt quickly to changing circumstances. Able to proactively question and challenge to prioritize and identify solutions in timely manner
• Clear and logical thinker
• Relish working in a company with a diverse, challenging, and fast paced environment

Travel Requirements

• This position is mostly office based, but infrequent travel to and between the company’s manufacturing and sales locations may be required (5-10%).

Physical Demands

• Mobility to work in typical office and field (warehouse/production) settings and use standard office equipment. Strength to lift and carry up to 25 pounds.