JOB PURPOSE

The Customer Service Representative handles customer inquiries and complaints with the highest degree of courtesy and professionalism to resolve outstanding issues. This position provides alternative solutions where appropriate for sales orders, returns and/or repairs with the objective of retaining customer business. Customer Service Representatives demonstrate continuity by ensuring all platforms and systems are updated as required that provides data for further analyzing. This position utilizes critical thinking skills, as well as decision making skills for prompt resolution that has a positive ending result for the customer and the company.

DUTIES AND RESPONSIBILITIES

• Responsible for providing real time information regarding sales orders, repairs and returns to the customer.
• Provide "One Call" resolution to customers who have additional needs regarding their order, replacement, or accessories.
• Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed.
• Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have.
• May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, and phone, depending on the customer needs.
• Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level.
• Prioritize customer orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed.
• Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training.
• All other duties, as assigned.

QUALIFICATIONS

Required Qualifications include:

• High School Diploma or equivalent
• Proficient experience operating a computer in several different platforms.
• Excellent oral, written, and leadership skills.
• Time management & organizational skills are essential.
• Maintain confidentiality as required.
• Must have a designated work area that is noise and distraction free (Photos will be required for verification of this requirement.)
• Must provide your own internet with a minimum of 50 MBPS.
• Must have a minimum of 2 years Customer Service Call Center experience.

Preferred Qualifications include:

• Firearms experience
• PSA Manufacturing experience

WORKING CONDITIONS

While performing the duties of this position, the employee is subject to a typical office environment, including heavy PC and phone usage. Work is performed in an open office environment. The noise level in the work environment is usually moderate. Specific job assignments may require day, evening, weekend, or holiday hours. Overtime may be required based on workload. Additional training may be required based on business needs.

PHYSICAL REQUIREMENTS

Heavy PC and moderate phone usage. Sitting for long periods of time. Occasionally lifts from floor to waist up to 10 pounds, carries up to 10 pounds and walks or stands.

DIRECT REPORTS

N/A

Must be at least 18 years of age.

Must pass a Customer Service Assessment prior to being scheduled an interview.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Export Control Compliance Notice

This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.