Consumer Service Representative

GIBSON Inc • Nashville, TN

6d • Hybrid

About The Position

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.

Requirements

• 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
• 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
• 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

Nice To Haves

• College degree preferred.

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 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.

What This Job Offers

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