Firearms Customer Support Representative

About the role

The Firearms Customer Support Representative plays a crucial role at Rock Island Auction Company (RIAC), the world's leading firearms auction house. This position involves providing world-class customer service to buyers, collectors, and gun enthusiasts worldwide.

Responsibilities

• Build and maintain long-lasting relationships with buyers and collectors.
• Meticulously record all customer interactions to meet or exceed company standards for confidentiality, quality, compliance, productivity, efficiency, and client expectations.
• Engage in active listening and problem-solving with customers to answer questions, resolve issues, address concerns, and escalate to higher levels if necessary.

Requirements

• Ability and willingness to learn and follow all company rules for firearm safety and general safety.
• Knowledge and skill to understand and comply with ATF and other regulatory requirements.
• Understanding of industry terms and auction processes.
• Effective communication skills, including active listening, to resolve customer issues professionally.
• Discretion and confidentiality in handling sensitive information.
• Building or improving peer-to-peer relationships.
• Excellent organizational and time management skills.
• High-volume calling environment with constant communication and accurate information exchange.
• Intermediate proficiency in Microsoft Office (Outlook, Word, Excel).
• Basic math skills and ability to operate office machinery and equipment.
• Professional written and oral communication skills to liaise with internal and external stakeholders.
• Ability to obtain and maintain an FOID card (Illinois residents only).

Qualifications

• High school diploma, GED, or equivalent required.
• Associate degree in a related field preferred.
• 1+ years of experience in customer service, administrative support, or a related role.
• Experience in auction services, retail, or high-volume customer interaction environments is a plus.

Benefits

• Weekly pay
• Paid time off and holidays
• Comprehensive benefits package, including health, dental, and vision coverage
• 401(k) with company match
• Opportunities for upward mobility

Physical Requirements

• Constant sedentary work for prolonged periods.
• Occasional moving and transporting up to 10 pounds.
• Constant communication and exchange of accurate information.
• Constantly operates and uses telephone, computer, and other relevant equipment and office machinery.
• Works around firearms, bladed weaponry, and valuable collectibles.