Customer Service Manager

Guitar Center embodies the world of creativity and music by encouraging staff to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in creating inclusive environments that put our customers first all the while fulfilling our mission. As our Customer Service Manager, you will be responsible managing all sales and margin generating activities of our sales associates, ensuring that the sales floor is properly set and that the staff is properly engaged to provide a great customer experience, all while creating and nurturing our culture of integrity, inclusion, musical passion, and respect.

A few special characteristics that make our Customer Service Managers successful:

• Collaboration: Able to develop cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties. Good team player, able to build good working relationships with others.
• Customer Focus: Understands customer service principles, and able to provide an excellent customer experience. Able to connect with customers in a meaningful way. Is approachable, genuine, knowledgeable, encouraging, passionate, and committed to helping customers.
• Delegation: Able to delegate both routine and significant tasks and decisions. Assesses employees' readiness and ability and assigns tasks that are appropriate to their skill level. Follows up as needed and share both responsibility and accountability.
• Initiative: Able to identify opportunities & issues and follow through on work activities to capitalize or resolve them. Able to learn quickly and take positive action without being requested to do so. Interested in learning about the entire business.
• Performance Management: Able to lead, manage, and mentor others. Able to lead by example and develop the skills and capabilities of direct reports to ensure goals are met. Provides effective positive and constructive feedback.
• Selling: Able to work through GC certification program to gain a base understanding of products and sales techniques.

As our Customer Service Manager, you will:

• Achieving sales, margin, and EBITDA targets for the store
• Create a great customer experience, including any customer service issues, ensuring the sales floor is clean, organized, and ready for the customers
• Provide ongoing coaching and feedback to all associates, manage completion of and timeliness on all Guitar Center University activities including annual performance reviews
• Assist the Operations team with large merchandising projects, including the execution of all in-store promotions
• Take part in the interview process for all candidates that apply to the store. Onboard and train newly hired sales associates
• Communicating and collaborate with the Store Manager and Operations Manager
• Proper scheduling of the sales floor with appropriate staff levels
• Acting manager in charge when necessary
• Opening and closing of the store
• Additional duties as assigned

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

Guitar Center is hiring for a Customer Service Manager Position in Gramercy, New York City. Base pay starts at $18.61/hr.