Customer Service Representative - Epiphone Guitar : Job Details

**Customer Service Representative**

Nashville, TN US **Job Summary**

The Consumer Service Representative reports to the Supervisor of Consumer Service and supports Gibson 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 fans and helps to ensure that they receive the excellent customer service that Gibson is known for.

**Essential Functions**

**Main duties**

* Provide support to our consumers 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 consumers with general inquiries regarding Gibson 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

* Other duties as assigned.

**Required Skills/Abilities**

* Working knowledge of guitars and accessories, and professional & consumer audio equipment - please specify areas of expertise in your submission

* 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

* Outstanding time management skillset with the ability to prioritize

**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.

**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 companys 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.

We celebrate diversity and Gibson Brands, Inc is an **Equal Opportunity** employer.

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* UNITED STATES

* UNITED STATES

* NETHERLANDS