Customer Service Advisor

The Guitar Center Company; Kansas City (MO); On-site; USD 19,286,000 - 24,797,000; Full time

Job summary

Guitar Center is seeking an entry-level Customer Service Advisor to join our contact center. You will be the first point of contact for customers, answering questions and guiding them through products and gear.

The role emphasizes customer satisfaction and building positive interactions, with sales as a complement to great service. You will use policy knowledge and product expertise to resolve concerns, aiming for efficient, one-call resolutions and accurate record-keeping in Salesforce/OMS.

Qualifications

• Serve as the first point of contact for customers and provide friendly, professional support through phone, email cases, and chat.
• Own customer experiences by utilizing existing policy and procedure as well as gear knowledge to resolve customer concerns
• Use effective and strong communication skills to understand customer needs on a deeper level.
• Delight by building strong connections with customers by aiming for one call resolution and follow-through.
• Sales and Revenue Support by using strong communication and product knowledge to create positive interactions and support sales goals.
• Product Knowledge: Build understanding of musical instruments, gear, and accessories offered at Guitar Center.

Responsibilities

• Serve as the first point of contact for customers and provide friendly, professional support through phone, email cases, and chat.
• Own customer experiences by utilizing existing policy and procedure as well as gear knowledge to resolve customer concerns
• Use that gained understanding to partner with the customer and navigate to the most appropriate solution using empowerment rights.
• Delight by building strong connections with customers by aiming for one call resolution and follow-through.
• Support sales goals by using strong communication and product knowledge to create positive interactions.
• Record customer interaction notes accurately in Salesforce and OMS to ensure strong follow up and service.

Skills

Communication skills

Customer-focused

Music passion

Fast learner

Computer literacy

Education

Music Technology / Audio Production / Music Business knowledge helpful

Job description

The Customer Service Advisor position at Guitar Center is an entry level role in our Contact Center for individuals who are passionate about music and excited to begin a career in the music retail industry. In this role, your number one priority is to ensure that every customer feels valued, supported, and completely satisfied with their experience. As a Customer Service Advisor, you will be the first point of contact for customer service. You will help answer questions, provide clear guidance, and support customers as they explore musical instruments and gear. While sales are an important part of the role, understanding customer needs, and creating positive interactions is the primary focus.

• Serve as the first point of contact for customers and provide friendly, professional support through phone, email cases, and chat.
• Own customer experiences by utilizing existing policy and procedure as well as gear knowledge to resolve customer concerns
• Use effective and strong communication skills to understand customer needs on a deeper level.
• Use that gained understanding to partner with the customer and navigate to the most appropriate solution using existing empowerment rights.
• Delight by building strong connections with customers by aiming for one call resolution and follow-through.

Sales and Revenue Support

• Support sales goals by using strong communication and product knowledge to create positive and helpful customer interactions.
• Recommend additional products that fit the customer’s interests, focusing on enhancing their overall musical experience and satisfaction.
• Execute sales transactions, ensuring accuracy and efficiency.

Product Knowledge

• Build a solid understanding of the musical instruments, gear, and accessories offered at Guitar Center.
• Stay informed about new products, promotions, and industry trends so you can share accurate and current information with customers.
• Participate in ongoing training and development sessions to strengthen both product knowledge and customer experience skills.

Digital Engagement

• Use digital tools and platforms to communicate with customers and highlight product features and benefits.
• Record customer interaction notes accurately in Salesforce and OMS to ensure strong follow up and service.
• Partner with other team members to share knowledge, learn from one another, and improve the customer experience.
• Take part in team meetings and contribute to a supportive and positive work environment.

Professional Experience and Requirements

• Strong communication skills with the ability to build rapport and create positive connections with customers.
• A customer focused mindset with a commitment to delivering excellent service above all else.
• Passion for music and a basic understanding of musical instruments and gear.
• Ability to learn quickly and stay productive in a fast-paced environment.
• Comfortable using computers and digital communication tools.
• Education or experience in Music Technology, Audio Production, or Music Business is helpful but not required.
• Previous experience in sales, service, or retail, especially within the music industry, is a plus.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid jobârelated requirements

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1â818-735-8800 ext. 2862 or by sending an email [e-mail].