Customer Service Gear Advisor

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.
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