Customer Service Representative I

ESSENTIAL DUTIES & RESPONSIBILITIES

• Develop a best-in-class service experience for the customer
• Achieve quality goals defined and established by upper management
• Assist with technical product concerns via phone, mail, and email
• Address targeted comments on social media in alignment with company goals
• Maintain an inventory of Customer Service material
• Exercise appropriate judgement in determining whether work may or may not be covered under warranty
• Receive and process manual requests
• Process return shipping labels
• Report trends and other data as required
• Recommend and implement tools to provide superior customer interaction with the company
• Attend trade shows and events as needed
• Communicate and notify supervisor when there are discrepancies
• Complete other duties as assigned by manager

QUALIFICATIONS

• Proficient with MS Office, email, and ability to master new applications
• Knowledge of firearms; quality, features, safety, etc.
• Professional and cordial demeanor
• Accurate typing speed of 35 words per minute or faster
• Use of phones, copiers, and other standard office equipment
• Mastery of the English language
• Excellent communication skills both verbal and written
• Cross functional team building and high levels of professionalism, integrity, and enthusiasm
• Detail oriented and highly organized with the ability to multi-task
• Experience working independently with little supervision

EDUCATION/EXPERIENCE

• Required: High School Diploma or GED
• PREFERRED: Bachelor’s Degree in Business Administration or related field

LANGUAGE SKILLS

• Ability to read, analyze, and interpret quality performance reports and create solutions
• Ability to effectively present information to management, public groups, and/or boards of directors

REASONING ABILITIES

• Ability to collect and document data
• Ability to follow written and oral instructions
• Ability to perform complex and varied tasks
• Ability to perform simple, repetitive tasks for an extended period of time

COMPUTER SKILLS

• Knowledge of MS Excel and MS Word using MS Windows platform
• MS PowerPoint and Outlook

TRAVEL REQUIREMENTS

• This position may require travel occasionally

WORK ENVIRONMENT

• The noise level in the work environment is usually moderate
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

WORK AUTHORIZATION

• This position requires compliance with the Export Administration Regulations ("EAR"). Must be a "U.S. Person" as defined by all pertinent regulations and are required to show proof substantiating this upon being hired.