Customer Service Representative (CSR)

About the role

The Customer Service Representative (CSR) serves as a front-line ambassador for the Eberlestock brand. This role is responsible for providing exceptional support to customers through phone, email, social media, and other communication channels while delivering a customer experience that reflects our commitment to quality, professionalism, and service.

Responsibilities

• Answer incoming customer phone calls and provide timely, professional support
• Respond to customer emails, social media inquiries, and other communication channels
• Provide accurate product information, recommendations, and troubleshooting assistance
• Process customer orders, exchanges, warranty inquiries, and other service-related requests
• Build and process official government and agency quotations
• Process phone orders and other inside sales transactions
• Utilize company systems and tools to research, document, and resolve customer concerns
• Develop a strong understanding of Eberlestock products, features, and applications
• Identify recurring customer questions, product feedback, and process improvement opportunities
• Partner with internal teams to resolve issues and improve the overall customer experience
• Represent the Eberlestock brand with professionalism, enthusiasm, and integrity in every interaction
• Maintain detailed and accurate records of customer communications and resolutions

Qualifications

• High school diploma or equivalent
• Previous customer service, retail, sales, or customer support experience preferred
• Strong computer skills and ability to navigate multiple systems simultaneously
• Experience with CRM systems or customer support platforms is preferred
• Outstanding verbal and written communication skills
• Exceptional customer service and relationship-building abilities
• Strong problem-solving and critical thinking skills
• High level of professionalism and emotional intelligence
• Ability to remain calm and effective in challenging situations
• Ability to learn and retain detailed product knowledge
• Team-oriented mindset with a willingness to support others
• Ability to identify opportunities for continuous improvement
• Passion for the outdoor industry and a willingness to learn Eberlestock products

Benefits

• Generous tiered PTO allowance with an initial accrual level of 12 days annually
• 10 Paid Company Holidays
• Two Medical Plan Options with 70% of employee-only premium paid by company
• Optional Dental Coverage
• Optional Vision Coverage
• Company Sponsored 401K Plan with 4% employer match
• Eberlestock Employee Discount (Cost plus 30%)
• "Pick a Pack" Gift following 90-day probationary period