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

MINIMUM REQUIREMENTS & 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, including 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.