Job Description

KEY RESPONSIBILITIES

The Customer Service Advisor position at Guitar Center is an entry level role in our Contact Center for individuals who are passionate about music and excited to begin a career in the music retail industry. In this role, your number one priority is to ensure that every customer feels valued, supported, and completely satisfied with their experience.As a Customer Service Advisor, you will be the first point of contact for customer service You will help answer questions, provide clear guidance, and support customers as they explore musical instruments and gear. While sales are an important part of the role, understanding customer needs, and creating positive interactions is the primary focus.

Qualifications

KEY RESPONSIBILITIES

The Customer Service Advisor position at Guitar Center is an entry level role in our Contact Center for individuals who are passionate about music and excited to begin a career in the music retail industry. In this role, your number one priority is to ensure that every customer feels valued, supported, and completely satisfied with their experience.As a Customer Service Advisor, you will be the first point of contact for customer service You will help answer questions, provide clear guidance, and support customers as they explore musical instruments and gear. While sales are an important part of the role, understanding customer needs, and creating positive interactions is the primary focus.

Customer Engagement
• Serve as the first point of contact for customers and provide friendly, professional support through phone, email cases, and chat
• Own customer experiences by utilizing existing policy and procedure as well as gear knowledge to resolve customer concerns

• Use effective andstrong communicationskills to understand customer needs on a deeper level.
• Use thatgainedunderstanding to partner with the customer and navigate to the most appropriate solution using existing empowerment rights
• Delight by building strong connections with customers by aiming for one call resolution and follow-through

Sales and Revenue Support

• Support sales goals by usingstrong communicationand product knowledge to create positive and helpful customer interactions.
  • Recommend additional products that fit the customer’s interests, focusing on enhancing their overall musical experience and satisfaction.
• Execute sales transactions, ensuring accuracy and efficiency.

Product Knowledge

• Build a solid understanding of the musical instruments, gear, and accessories offered at Guitar Center.
  • Stay informed about new products, promotions, and industry trends so you can shareaccurate and current information with customers.
  • Participate in ongoing training and development sessions to strengthen both product knowledge and customer experience skills.

Digital Engagement

• Use digital tools and platforms to communicate with customers and highlight product features and benefits.
  • Record customer interaction notes accurately in Salesforce and OMS to ensure strongfollow up and service.

Team Collaboration

• Partner with other team members to share knowledge, learn from one another, and improvethe customerexperience.
  • Take part in team meetings and contribute to a supportive and positive work environment.

Professional Experience and Requirements

• Strong communicationskills with the ability to build rapport and create positive connections with customers.
  • A customer focused mindset with a commitment to delivering excellent service above all else
• Passion for music and a basic understanding of musical instruments and gear.
  • Ability to learn quickly and stay productive in a fast-paced environment.
  • Comfortable using computers and digital communication tools.
  • Education or experience in Music Technology, Audio Production, or Music Business is helpful but not required
  • Previous experience in sales, service, or retail, especially within the music industry, is a plus.