Manager, Customer Success Center Care Advisor

Role Overview

• The CSC Care Advisor Manager is a customer-obsessed people leader responsible
• for the day-to-day coaching, execution, and performance of a frontline customer
• service team. This role ensures consistent delivery of excellent service across
• all supported channels by reinforcing service behaviors, monitoring quality, and
• resolving customer issues and escalations within defined guidelines. The
• Customer Service Manager partners with Training, Quality, Knowledge Management,
• and cross-functional teams to support process adherence, reduce repeat contacts,
• and improve customer satisfaction.

KEY RESPONSIBILITIES

• Customer Experience & Team Leadership
• Serve as an advocate and voice for our customers in all endeavors
• Lead, motivate, and coach frontline Customer Service Agents to deliver

• consistently positive customer experience across phone, email, chat, and
• other support channels.

• Reinforce customer-first behaviors grounded in empathy, active listening, and

problem solving; model effective de-escalation techniques.

• Set clear expectations for service standards (quality, policy adherence, and

professionalism) and hold the team accountable.

• Handle or support resolution of customer escalations that exceed frontline

authority, ensuring timely follow-up and documented outcomes.

Daily Operations & Performance Management

• Monitor daily performance, workflow, and activity to ensure teams meet

• productivity and service expectations (schedule adherence, responsiveness,
• and case follow-through).Track and manage individual performance to goals;
• create coaching action plans to improve outcomes and support performance
• conversations.

• Partner with Workforce Management and site leadership on real-time needs

• (coverage adjustments, backlogs, and routing priorities) while executing
• established staffing plans.

• Ensure consistent adherence to policies, procedures, and regulatory

requirements related to customer service and complaint handling.

• Identify recurring customer pain points through Voice of the Customer (VOC),

• escalation, and frontline observations, and partner across functionally to
• eliminate root causes rather than repeatedly resolving symptoms.

• Drive First Contact Resolution by coaching Advisors to fully own customer

issues, minimizing unnecessary transfers, repeat contacts, and callbacks.

Quality, Training & Knowledge Reinforcement

• Master and leverage available AI based coaching tools as the primary source

for coaching improvement

• Identify development needs and partner with Training and Service/Sales

• Leadership to support skill-building in product knowledge, systems, soft
• skills, and role-specific competencies.

• Conduct performance conversations and reviews, providing feedback and growth

opportunities that improve capability and retention.

• Build a high-performance service team culture focused on exceeding targets.
• Promote consistent use of tools and documentation standards (CRM notes,

• dispositions, and knowledge articles) to improve continuity and reduce repeat
• contacts.

Continuous Improvement & Collaboration

• Leverage AI tools to improve coaching effectiveness, identify customer

• trends, increase Advisor productivity, and enhance the overall customer
• experience. Champion adoption of emerging AI capabilities across the team.

• Surface recurring customer issues and process friction to Customer Service

leadership with recommendations grounded in frontline observations.

• Partner with cross-functional teams (eCommerce, Stores, Operations, Supply

• Chain) to help resolve customer-impacting issues and improve end-to-end
• experiences.

• Support rollout and adoption of new processes, tools, and service

• initiatives; provide feedback to leadership on adoption barriers and
• opportunities.

• Lead continuous improvement efforts by identifying operational

• inefficiencies, proposing solutions backed by data, and partnering with
• stakeholders to implement lasting improvements.

Additional Responsibilities

• Perform other duties and special projects as assigned

Qualifications

• MINIMUMREQUIREMENTS & SPECIAL ATTRIBUTES:
• Bachelor’s Degree or equivalent business experience preferred.
• 3–5+ years of leadership experience in customer service and/or contact center

environments (multi-channel support preferred).

• Demonstrated success coaching teams to improve customer satisfaction,

quality, and operational performance. Working knowledge of contact center

operations, i

• ncluding schedule adherence, case management, and service KPIs (e.g., CSAT,

FCR, AHT, contact volume).

• Experience with CRM and contact center platforms; comfort using dashboards

and reporting to manage performance.

• Strong communication, conflict resolution, and de-escalation skills; able to

handle sensitive customer situations professionally

• Key Attributes
• Customer-first mindset with high accountability and attention to detail.
• Strong coaching presence and ability to deliver clear, constructive

feedback.

• Collaborative, solution-oriented leader who drives consistency and continuous

improvement

Why Guitar Center? Here's just some of the rewards:

• For our employees who are musicians we offer the unique opportunity of gig
• leave--take time off to share your music with the world and return to your job
• after your tour! Guitar Center offers robust benefits and perks, including
• Medical, Dental, Vision, 401K plus company match, mental health support, paid
• sick/holiday/vacation time, employee discount program, and tuition reimbursement
• options.

About Music & Arts

• Music & Arts embodies the world of creativity and music by encouraging our
• teammates to find their own individual sound. We strive to create lifelong
• musicians and make a difference in the world by enabling musicians and
• non-musicians alike to experience the almost indescribable happiness that comes
• from playing an instrument. We believe in putting our customers first, engaging
• with respect and integrity and fulfilling our mission with passion.

• The first Music & Arts was located in a small house in Bethesda, MD and run by
• founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered
• printed music, music lessons, dance lessons, and art supplies. Ben decided
• shortly after opening his business that he wanted to focus on music to better
• serve his customers -- a decision that remains intact to this day.

• Since the 1990's, Music & Arts has expanded nationwide through organic growth
• and a series of acquisitions and mergers with other music dealers. In 2005,
• Music & Arts joined forces with American Music to become the largest band and
• orchestra instrument retailer in the United States. Based in Frederick, MD,
• Music & Arts is now part of the Guitar Center enterprise and comprises 225+
• retail stores, 200+ educational representatives, and 250+ affiliate locations.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

• Music & Arts 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.

• If you are a qualified individual with a disability or a disabled veteran and
• are unable or limited in your ability to use or access our website, you may
• request a reasonable accommodation to express interest in a specific opening.
• You can request reasonable accommodation by calling 1‐818-735-8800 ext. 2862 or
• by sending an email to recruiting@guitarcenter.com.