Gear Trainer

The Gear Trainer is responsible for developing and delivering product- and sales-focused training for Guitar Center customer-facing roles. This role specializes in the gear sold at Guitar Center-including guitars, basses, amps, drums, keys, recording, live sound, DJ, lighting, and related accessories-and equips agents to confidently recommend, position, and sell the right gear for every customer.

The ideal candidate is a musician or gear enthusiast with strong communication skills, experience in sales or call centers, and a passion for teaching others. This role directly impacts revenue, customer satisfaction, and brand loyalty by raising the overall product and selling skill level of the contact center team.

Key Responsibilities

Gear & Product Training

• Design and deliver engaging training sessions (classroom, virtual, and 1:1) focused on gear sold at Guitar Center.
• Serve as a subject matter expert for product training content and resources across key categories (e.g., guitars, amps, pedals, drums, keyboards, recording interfaces, mics, live sound, DJ, lighting, software, accessories).
• Translate detailed product specs into simple, customer-friendly talking points agents can use on calls and chats.
• Keep training content current with new product launches, discontinued items, vendor promotions, and seasonal assortments.

• Train agents on how to use product knowledge to uncover customer needs and recommend complete solutions (e.g., "full rig," bundles, add-ons, warranties, services).
• Coach agents on consultative selling skills: discovery questions, positioning benefits vs. features, handling objections, and closing techniques.
• Provide guidance on upsell/cross-sell opportunities and how to ethically maximize basket size while maintaining a customer-first approach.
• Reinforce Guitar Center's service standards and brand voice in all training interactions.

• Train agents on navigating various systems to efficiently locate gear, compare products, read specs, and interpret customer reviews.
• Show agents how to use available tools (search, filters, product detail pages, buying guides, etc.) to assist customers in real time.
• Partner with operations and Technology teams to understand updates to systems, tools, and workflows that impact how agents research and sell gear.

• Develop training materials such as slide decks, quick-reference guides, role play scenarios, knowledge checks, and e-learning modules.
• Maintain a library of up-to-date product and sales resources accessible to agents and supervisors.
• Collaborate with Merchandising, Vendors, Marketing, and Contact Center Leadership to ensure training content is accurate, aligned, and timely.

• Observe calls/chats and provide targeted coaching to agents on product knowledge and selling behaviors.
• Conduct refresher trainings, micro-trainings, and huddles based on performance trends, QA results, and new product introductions.
• Partner with Supervisors and QA to identify knowledge gaps and build training plans to address them.

• Track training effectiveness using Company KPIs.
• Gather feedback from agents and leaders to improve training content, delivery methods, and tools.
• Stay informed on industry trends, new gear technologies, and competitor offerings to keep training relevant and competitive.

• Previous experience in music retail
• Experience as a trainer, coach, team lead, or subject matter expert in a contact center.
• Hands-on experience as a musician, producer, DJ, live sound engineer, or similar.
• Familiarity with learning management systems (LMS) and e-learning authoring tools.

• Gear Expertise: Deep curiosity and enthusiasm for music gear; stays current on trends, brands, and tech.
• Sales Mindset: Understands how product knowledge drives sales and can translate gear features into customer benefits.
• Trainer Presence: Engaging facilitator able to hold attention, build rapport, and adapt to different learning styles.
• Customer Focus: Always thinks through the lens of the customer experience and long-term loyalty.
• Collaboration: Works effectively with supervisors, QA, ops, and merchandising partners.
• Organization: Strong planning skills; can manage multiple training projects and deadlines.
• Continuous Learning: Proactively seeks feedback and stays on top of new gear and best practices in sales training.

• Ability to work a flexible schedule as needed to support multiple shifts (including occasional evenings or weekends).
• Ability to sit or stand for extended periods while delivering training.
• Occasional travel may be required for in-person training sessions, meetings, or vendor events (if applicable).

• 2+ years of experience in at least one of the following:
• • Contact center / call center environment
  • Retail or e-commerce sales (music or related gear preferred)
  • Training, coaching, or instructional roles
• Strong knowledge of musical instruments and/or pro audio/DJ/recording gear.
• Excellent verbal and written communication skills; comfortable presenting to groups.
• Proficiency with basic office tools (PowerPoint/Slides, Excel/Sheets, Word/Docs) and virtual training platforms.
• Proven ability to simplify complex product information and teach it to others.