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Customer Service Gear Advisor
Posted 12 days agoViewed
💎 Seniority level: Junior, 2-years
💸 Salary: 35360.0 - 49920.0 USD per year
🔍 Industry: Musical Instruments
🏢 Company: Fender👥 1001-5000💰 Corporate about 12 years agoElectronicsMusicMusic StreamingMusical InstrumentsManufacturing
🗣️ Languages: English
⏳ Experience: 2-years
Requirements:
- 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
- 2-years of experience selling products in a call center or direct to consumer environment. Call Center experience is preferred.
- Extensive technical knowledge of all Fender product lines.
- Experience with CRM and web chat platforms in a call center environment preferred.
- Experience with Digital recording products, DAWs, software programs, etc preferred.
- SAP experience preferred, but not required.
- Experience working with MS Office products - Excel, Word, and Outlook at a minimum.
- Strong written and verbal communication skills.
- Ability to build a rapport with a customer over the phone.
- Strong sense of team-orientation.
- Excellent detail-orientation and strong organizational skills with a focus on attention to detail.
- 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.
- Fielding 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.
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