Customer Service Representative

About the role

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Responsibilities

• Provide world-class customer service to Axon customers through multiple communication channels which may include, but are not limited to, email, phone, web chat and community forums.
• Responsible for meeting or exceeding performance and quality goals in a customer-focused environment.
• Resolve customer issues via phone, email or chat by determining the cause of the problem; selecting and explaining the best solution and expediting correction or resolution.
• Follow communication procedures, guidelines and policies and clearly document all customer interactions using Salesforce Cases.
• Maintain confidentiality and handle highly sensitive information.
• Meet personal/team performance targets around phone and case metrics.
• Send process or performance improvement suggestions to your Support Manager.

Requirements

• High school diploma or equivalent; college degree preferred.
• 1 to 2 years of proven customer support experience.
• Excellent interpersonal skills.
• Proficiency with Microsoft Office.
• Familiarity with CRM and Call Center Software.
• Strong verbal and written communication ability including active listening, conflict resolution and customer empathy.
• Ability to perform assigned tasks and projects quickly, accurately and expertly.

Qualifications

• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Skills

• Customer service skills.
• Problem-solving abilities.
• Communication skills.
• Technical proficiency with CRM and call center software.

Benefits

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.
• Employee Resource Groups (ERGs).

Pay

Competitive salary and benefits package.

Schedule

Location: Onsite 4 days a week out of our Scottsdale, AZ office.