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Customer Service Representative

Company: Gibson Guitars
Location: Petaluma
Posted on: November 14, 2021

Job Description:

* * Job Summary The Customer Service Representative reports to the Consumer Service Manager and supports Mesa Boogie consumers by providing helpful and accurate information, whether it be in answering questions, addressing complaints, or finding solutions. This position is on the front lines of supporting our customers and helps to ensure that they receive the excellent customer service that Mesa Boogie is known for. Essential Functions Main duties * Customer Service: * Provide support to our customers via multiple channels of communications, including phone, email, chat, and social channels. * Resolves 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 customers with general inquiries regarding Mesa Boogie related products past and present, including pre- and post-sale inquiries, using all available tools and resources to provide an accurate, comprehensive, and timely response. * Assist consumers and service providers ("Authorized Service Centers") 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. * Assist Authorized Service Centers with warranty repair approval requests * Reporting: * Update daily activity data via available reporting tools * Timely reporting of urgent issues and customer feedback to Management team. Other duties * Schedule may include weekends, evenings, and holidays as needed. * Employee can be asked to perform other duties that are reasonable within the area of expertise Required Skills/Abilities * Skills and Competencies * Attentive listener with a professional phone demeanor * 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 customers * Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in timely manner * Curious in nature and always looking to question, learn, and look for better ways to do things * Personable, fun, team oriented Knowledge * Working knowledge of musical instruments and amplification, as well as professional & consumer audio equipment - please specify areas of expertise in your submission Required Education and Experience * 2+ years' experience in Customer Service (call center, music store, or specialty retail experience preferred) * High School Diploma or equivalent required. College degree preferred. * Experienced in data entry, Microsoft Word, Excel, and Outlook Essential Knowledge * Excellent written and oral communication skills. * 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 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, 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.

Keywords: Gibson Guitars, Petaluma , Customer Service Representative, Sales , Petaluma, California

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