Pro Staff

Customer Service Representative

Pro Staff
Burnsville, MN
Aug 02, 2018
Sep 01, 2018
Pro Staff
Job Type
Employment Status
Full Time
Our client in Burnsville is looking for Customer Service Representatives! You will be the front-line touchpoint to our dealer and consumer customers in our contact center. Customer Service Representatives will be the primary support team of our industry-leading technology to help support retailer’s business as well as to assist consumers in all processes of purchasing a firearm online.

The ideal individual will have the ability to exercise good judgment in a variety of situations, with strong written and verbal communication, and organizational skills, while exhibiting their passion for the 2nd Amendment and the shooting sports industry. We are seeking creative and driven individuals that thrive in in the ambiguity of reinventing what customer service looks like to customers and dealers in the firearms industry and are willing to help us build and grow our business along the way.

Essential Duties & Responsibilities:
  • Field inbound support inquiries from a variety of channels, including calls, email, IM and social media
  • Engage with Federal Firearms Licensed (FFL) dealers to support their business (proactive/reactive)
  • Provide customer guidance on the process by which firearms transactions occur
  • Follow a developed flow plan for end-to-end support
  • Perform outbound, proactive communication to both consumers and Federal Firearms Licensed dealers
  • Support order management, fulfillment, warranty/returns, and inventory feeds with Federal Firearms Licensed dealers
  • Assist with order entry and support to consumers
  • Share in company culture and philosophy
  • Fulfill company objectives of continually improving customer experience
  • Identify customer needs, customer pain points, and translate into product features and services that deliver value for both the organization and the customer
  • Work with a team in a face-paced, modern, goal-oriented environment
  • Provide clear, accurate, and timely feedback to rest of the team in frequent cross-functional departmental meetings
  • Be driven to impress customers and keep the customer in the center of things at all times

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.

  • Excellent communications skills using multiple channels
  • Strong phone contact handling and active listening skills
  • Excellent conflict resolution skills, and the ability to act quickly, with confidence and authority, in high-pressure situations
  • Proficiency in MS Office
  • Familiarity with Customer Service software and contact center phone technologies
  • Ability to work morning, night, and weekend shifts as needed
  • Willingness to assist in fostering the development of a new company culture
  • Adaptability to an ever-changing industry
  • eCommerce and Internet savviness
  • Professional, yet passionate about the firearms industry
  • Retail, distribution, or manufacture experience in the firearms industry
  • Significant knowledge of firearms, including categories, styles, calibers, and their applicable use
  • Awareness of the industry’s latest products, and trends
  • Respect and prioritization of gun safety
  • Experience in competitive shooting or hunting
  • Highly resourceful team-player, with the ability to also be extremely effective independently
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
  • Creative and forward-looking thinker who actively seeks opportunities and proposes solutions

Work Environment:

All Customer Service Representatives will be required to work out of our state-of-the-art customer contact center in Burnsville, MN. Work is performed in a typical office climate-controlled environment, with access to restrooms, a company kitchen with a full-sized refrigerator/freezer. Free gourmet coffee and snacks provided. The contact center offers a business casual work environment.

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