Customer Service Representative (Repair and R

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 Customer Service Representative reports to the Repair & Restoration Supervisor and provides comprehensive quotes and support to potential R&R customers. This position is the first contact the customer has with our aftermarket services team and thus critical to the overall experience. A successful CSR is one that can successfully match our customers’ needs with the services we provide while creating a professional and pleasant experience.

Essential Functions:

• Provide support to our consumers via multiple channels of communications, including phone, email, and video conferencing
• Ensures consumer inquiries are responded to in the appropriate time 
• Having detailed knowledge of our service offerings and the time it takes to complete them
• Having detailed knowledge of guitar types and common issues that consumers experience
• Provide guidance to consumers looking for repair and restoration services, making sure their needs align with our services
• Owning all inquiries until the guitar has been received in; keep service inquires moving through the process
• Report daily on inquiry requests and how many are in the system
• Maintain a respectful dialog with all potential and current customers
• Interfacing with all Gibson instrument manufacturing divisions to obtain parts and information

Required Skills/Abilities:

• Vintage guitar knowledge highly preferred
• 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

Education and Experience:

• 2+ years’ experience in Customer Service (call center, music store, or specialty retail experience preferred)
• Must having guitar playing experience
• Must have guitar repair experience
• High School Diploma or equivalent required.  College degree preferred

The company’s 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.