Consumer Service Representative

The Consumer Service Representative for Mesa Boogie and Gibson Amps is responsible for creating consumer loyalty 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 Mesa Boogie and Gibson is known for. The Customer Service Representative reports to the Consumer Service Manager in Petaluma, CA. 

Essential Functions 

• 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 Brands 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. 

Required Skills/Abilities/Experience 

• 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

Required Education and Experience 

• Proven success in delivering superior customer service with 2+ years’ experience in service centers, music stores, or other specialty retail experiences.
• High School Diploma or equivalent required.  College degree preferred.

Essential Knowledge 

• 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 

Personal Qualities  

• 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 

Travel Requirements 

• This position is office based. 

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.