Consumer Service Representative

GIBSON Inc • Petaluma, CA

10h • $0 - $26 • Onsite

About The Position

The Consumer Service Representative for Mesa Boogie and Gibson Amps creates consumer loyalty by building strong relationships, consulting on opportunities and issues, and proactively solving problems. The role helps ensure the brands fulfill their service mission and provide the level of consumer service for which Mesa Boogie and Gibson are known. The position reports to the Consumer Service Manager in Petaluma, California, and is office based.

Requirements

• Demonstrate empathy for fans and address differences productively.
• Experience developing and managing relationships using CRM.
• Consultative and problem-solving skills.
• Exceptional communication skills and the ability to manage consumer interactions.
• Demonstrated accountability for delivering results.
• Strong organizational and follow-up skills.
• Ability to manage multiple issues simultaneously and organize workload to meet timelines in a fast-paced environment.
• Strong interpersonal skills and the ability to develop and maintain effective relationships at all organizational levels.
• Proven success delivering superior customer service, with at least 2 years of experience in service centers, music stores, or other specialty retail settings.
• High school diploma or equivalent.
• Working knowledge of guitars and accessories, amplifiers, and professional and consumer audio equipment.
• Experience with Microsoft Word, Excel, and Outlook.
• Knowledge of Salesforce Service Cloud.
• Project management skills and the ability to work as part of a team.
• Ability to work in typical office and field settings and use standard office equipment.
• Ability to lift and carry up to 25 pounds.

Nice To Haves

• College degree.
• Passion for working and succeeding in a team environment.
• Results-oriented and driven, with a track record of exceeding expectations.
• Flexibility to adapt quickly to changing circumstances and proactively question and challenge in order to prioritize and identify timely solutions.
• Clear and logical thinking.
• Enjoyment of working in a diverse, challenging, and fast-paced company environment.

Responsibilities

• Build proactive, anticipatory, and consultative relationships with fans to create loyalty.
• Provide superior service through phone, email, chat, and social channels.
• Respond accurately, comprehensively, and promptly to consumer inquiries about existing and new Gibson Brands products, including pre-sale and post-sale inquiries.
• Resolve product or service issues by clarifying the issue, determining its cause, selecting and explaining an appropriate solution, expediting corrections or adjustments, and following up to ensure resolution.
• Support consumers and external service providers with product troubleshooting, warranty replacement parts, repair referrals, and arrangements for factory service or product replacement.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED