Consumer Service Representative - Nashville

Gibson Brands Inc; Nashville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Gibson Brands Inc. seeks a Consumer Service Representative in Nashville, TN to deliver exceptional fan service across phone, email, chat, and social channels.

You will consult with customers, resolve issues, and guide them through product inquiries while maintaining Gibson’s service standards. The role requires 2+ years in customer service, a High School Diploma or equivalent, and familiarity with guitars and audio gear.

Qualifications

• 2+ years in customer service in service centers, music stores, or related retail.
• High School Diploma or equivalent; college degree preferred.
• Working knowledge of guitars, amplifiers, and audio equipment
• Experience with Word, Excel, and Outlook; Salesforce Service Cloud
• Ability to work in a team and manage projects

Responsibilities

• Build loyalty by proactively engaging fans through multiple channels (phone, email, chat, social).
• Provide superior service and consult on opportunities and issues.
• Resolve product or service issues with clear communication and follow-up.
• Assist with warranty replacement parts and referrals for repairs.
• Handle inquiries about existing and new Gibson Brands products.
• Perform other duties as assigned.

Skills

CRM management

Empathy

Communication

Problem-solving

Accountability

Organization

Multitasking

Interpersonal

Education

High School Diploma or equivalent

College degree preferred

Tools

Salesforce Service Cloud

Microsoft Word

Microsoft Excel

Microsoft Outlook

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 Regular Full Time Nashville, TN, US

3 days ago Requisition ID: 3064

Job Description

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 Brands 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.