Within Fender Musical Instrument Corporations’ (“FMIC”) Gear Advisor Team, we are focused on supporting customers, providing a best-in-class experience, and being the technical knowledge base for our customers. Our team’s mission is to be a part of a successful customer service team that champions the spirit of Rock-n-Roll for musicians worldwide.
An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.
We are looking for a Customer Service Gear Advisor to join our team! As a Gear Advisor, you will be entrusted with the critical responsibility of providing direct communication and customer service support to FMIC consumers via phone, e-mail, web chat, and print mail. We’re looking for someone who knows our products inside-and-out and who can eat, breathe and sing about guitars, amps and accessories all day long.
This position is for the PM Shift with working hours of 11am – 8pm PST, Monday through Friday.
This role may be remote, but preferably, this Gear Advisor will be local to the Scottsdale, AZ or Greater Phoenix area.
Essential Functions:
- Assist consumers in product selection and guide them into appropriate products with the goal of closing sales.
- Able to attract and sell to new customers based on product selection discussions and drive additional sales referrals for future prospecting.
- 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.
Qualifications:
- A minimum of a high school diploma, or equivalent, while a college degree is preferred.
- 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.
- Demonstrated ability to explain more complex or technical information to a broad-based audience, possibly with less knowledge.
- 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.