Repair Service Rep I

POSITION SUMMARY

The Repair Service Representative receives customer guitars whether shipped or walked in by customers, and properly diagnoses warranty or non-warranty guitars, estimates prices of the repairs and documents the conditions of the guitar on the service ticket, in order to support the Repair department.

ESSENTIAL DUTIES & RESPONSIBILITIES

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s) 

• Completely inspects and plays guitars in order to determine the condition of the guitar and assess repair needs.
• Assists walk-in customers who come in for service or pick up.
• Adapts to difficult or hostile situations over the phone.
• Identifies the customer's personality and vocal tone and approaches the customer accordingly.
• Communicates clearly and concisely with all internal and external customers.
• Handles guitars in for repair with a “first in, first out” manner.
• Makes outbound and receives incoming calls to/from customers regarding the status of their guitar repairs.
• Communicates effectively over the phone, email, live chat and letters.
• Contacts customers to verify and process orders for shipment.
• Collects payment from customers and handles billing and invoicing.
• Ensures invoices and payment receipts are given to Sales Administration Coordinator.
• Processes outbound Service Tickets (Guitars, Parts, K4).
• Answers and returns calls regarding outbound Service Tickets.
• Maintains a clean work area. Including cleaning and organizing reception area, as well as the part inventory stations located in the service area.  
• Orders packaging and office supplies.
• Assess/Quotes/Estimates prices for guitar repairs based off of having a complete understanding of the guitar and the repair processes.
• Knowledgeable of Service Packages and Pricing.
• Fully understands our guitar warranty and how to explain and interpret it to the customer.
• Retains product knowledge to help customers with Taylor history, trivia questions and offer expert guitar shopping assistance.
• Processes parts requests for Service, Repair and Sales from Supply Chain Management & Electronics department.
• Pulls, orders, inspects, and packs replacement necks and bodies as requested from Customer Service, Repair and Sales.
• Orders parts and tools for El Cajon, Tecate and Amsterdam.

LEVELING REQUIREMENTS:

Level 1: Less than three years of Taylor experience. Works in CRM/Syspro/BSP to create service tickets, register guitars, update addresses. Basic knowledge of guitar parts. Answers general calls, and emails.  Works under moderate supervision.

COMPETENCIES:

• Customer Focus - Knows who internal customers are. Identifies opportunities that benefit the customer (internal and external). Establishes and maintains effective relationships. Delivers products that meet customer expectations.
• Results Oriented - Works as a productive and cooperative member of a cohesive group. Persists in accomplishing objectives despite obstacles and setbacks. Pushes self and helps others achieve results. Solution vs. problem oriented. Demonstrates ability to adjust when obstacles arise.
• Communicates Effectively - Communicates proactively and with purpose and professionally, in a concise and straightforward manner. Attentively listens to others. Communicates to those involved, especially if agreements cannot be kept.
• Accountability - Takes personal responsibility for decisions, behaviors, actions and failures, and commits to necessary corrective action. Able to admit limitations of knowledge, yet demonstrate a willingness to do what is needed to improve. Proactively seeks feedback without being defensive. Does what is right because it is the right thing to do. Leaves personal circumstances outside of work in order to remain engaged in the task at hand. Maintains a positive attitude despite adversity.
• Reliability - Demonstrates reliable and predictable attendance and punctuality.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Adaptability - Ability to adapt to change in the workplace.
• Customer Oriented - Skill of handling walk in customers and projecting the Taylor image.
• Customer Oriented - Skill of handling customers on phone ranging from calm to greatly upset.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Team Oriented - Ability to get along with others and to work well in a team environment.
• Technical Aptitude - Ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals.
• Technical Aptitude - Ability to read and interpret written information.
• Technical Aptitude - Skill of working with hands effectively.
• Technical Aptitude - Knowledge of how to use equipment and materials properly.
• Technical Aptitude - Knowledge of guitar and its parts is required.
• Technical Aptitude - Knowledge of guitars and repair procedures.
• Technical Aptitude - Knowledge of Taylor Guitars as a product and a company.
• Tolerance - Ability to work successfully with a variety of people without making judgments.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.