Address
Form of workGIBSON
Gibson Brands, Inc. ("Gibson" or the "company"), the world's most iconic guitar brand, has shaped the sounds of generations of musicians and music lovers across genres for more than 100 years. Orville Gibson founded the company in 1894 in Kalamazoo, Michigan, Gibson has a legacy of world-class craftsmanship, legendary music partnerships and progressive product evolution that is unrivalled among musical instrument companies. Our portfolio of brands includes Gibson as well as many of the most beloved and recognizable music brands, including Epiphone, Kramer, and others; we also own Gibson Pro Audio with brands such as KRK and Cerwin-Vega. Many Gibson instruments are highly collectible since Gibson was at the forefront of innovation for many genres of music including big band, rock-n-roll, and blues. Gibson operates via a central headquarters based in Nashville, TN, supporting five manufacturing facilities as well as four regionally-based support centres that enable the sales, marketing, and distribution activities in each of four different worldwide regions.
OVERALL JOB PURPOSE
The Consumer Service Representative reports to the Repair & Restoration Supervisor and provides comprehensive quotes and support to potential R&R customers. This position is the first contact the customer has with our aftermarket services team and thus critical to the overall experience. A successful CSR is one that can successfully match our customer's needs with the services we provide while creating a professional and pleasant experience.
ROLES & RESPONSIBILITIES
- Provide support to our consumers via multiple channels of communications, including phone, email, and video conferencing.
- Ensures consumer inquiries are responded to in the appropriate time.
- Having detailed knowledge of our service offerings and the time it takes to complete them.
- Having detailed knowledge of guitar types and common issues that consumers experience.
- Provide guidance to consumers looking for repair and restoration services, making sure their needs align with our services.
- Owning all inquiries until the guitar has been received in; keep service inquires moving through the process.
- Report daily on inquiry requests and how many are in the system.
- Maintain a respectful dialog with all potential and current customers.
- Interfacing with all Gibson instrument manufacturing divisions to obtain parts and information
PERSON SPECIFICATION
Required Experience and Qualifications
- Must have experience in Customer Service (call center, music store, or specialty retail experience preferred)
- Must have guitar playing experience
- Must have experience in guitar repair
Essential Skills & Knowledge
- Vintage guitar knowledge highly preferred
- Attentive listener with a professional phone demeanor
- Experienced in data entry, Microsoft Word, Excel, and Outlook
- Exceptional written/verbal communication skills
- 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
- Willingness to go above and beyond to support our Fans
Personal Qualities
- Results oriented and driven, with a track record for delivering to plan
- 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 and fast paced environment
Nota Bene:
The company's job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.
