Customer Service Gear Advisor

Summary

Join Fender Musical Instruments Corporation's Gear Advisor Team and provide exceptional customer service to musicians worldwide. As a Gear Advisor, you will be the primary point of contact for customers, addressing their inquiries via phone, email, web chat, and mail. You will assist customers with product selection, troubleshoot issues, process returns, and coordinate with various departments to resolve problems. This role requires extensive knowledge of Fender products and experience in a customer service or sales environment. The position is for the PM shift (11 am – 8 pm PST, Monday-Friday) and may be remote, preferably within the Scottsdale, AZ or Greater Phoenix area.

Requirements

• Have a minimum of a high school diploma, or equivalent
• Have 2-years of experience in a musical instruments retail sales &/or customer service contact center role that includes being held accountable for call metrics, sales revenue and/or conversion rate metrics
• Have 2-years of experience selling products in a call center or direct to consumer environment
• Possess extensive technical knowledge of all Fender product lines
• Demonstrate the ability to explain more complex or technical information to a broad-based audience, possibly with less knowledge
• Have experience working with MS Office products - Excel, Word, and Outlook at a minimum
• Possess strong written and verbal communication skills
• Have the ability to build a rapport with a customer over the phone
• Possess a strong sense of team-orientation
• Possess excellent detail-orientation and strong organizational skills with a focus on attention to detail
• Have the ability to be a very driven self-starter that may be asked to work independently and remotely where applicable

Responsibilities

• Assist consumers in product selection and guide them into appropriate products with the goal of closing sales
• Attract and sell to new customers based on product selection discussions and drive additional sales referrals for future prospecting
• Field inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMIC brands
• Evaluate and troubleshoot possible product performance issues
• Facilitate consumer product returns
• Place orders in SAP for parts and replacement products required to resolve defective product issues
• Track orders and shipments, also in SAP, and online through all carriers
• Guide consumers, when necessary, to resources like Authorized Fender Warranty Service Centers for physical repairs
• Coordinate with consumers, Fender dealers, authorized Fender service centers and Fender's Factory Repair Department to resolve customer service and product performance issues/disputes involving defective and damaged product
• Maintain a call issues and resolutions records database and refer consumers to a myriad of non-FMIC resources to assist with their product, aftermarket parts or informational needs
• Assist with our online store. You’ll receive and respond to customer communications in all available media in a professional and courteous manner

Preferred Qualifications

• Have a college degree
• Have call center experience
• Have experience with CRM and web chat platforms in a call center environment
• Have experience with Digital recording products, DAWs, software programs, etc
• Have SAP experience

Benefits

• Medical
• Dental
• 401(k)
• Paid time off
• Equipment purchase program