Job Details
**Consumer Service Representative**
Nashville, TN US Regular Full Time *Gibson is proud to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.*
**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:**
* 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
* Excellent written and oral communication skills.
* Project management skills combined with ability to work as part of a team
**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.
*The companys 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*.
FOR YOUR SECURITY AND PROTECTION - PLEASE NOTE THAT ANY CORRESPONDENCE FOR POSITIONS WILL BE EITHER FROM ADP/WORKFORCE OR FROM A GIBSON.COM EMAIL ADDRESS.
We celebrate diversity and Gibson Brands, Inc is an **Equal Opportunity** employer.
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* UNITED STATES
* NETHERLANDS
* UNITED STATES