Customer Service Representative - Contact Center

Bass Pro Shops

1d•Onsite

About The Position

The Customer Service Representative – Contact Center serves as a front-line agent within the Contact Center, delivering Bass Pro Shops' legendary customer service through phone, email and chat interactions. This role is responsible for assisting customers with product, order, account, and service-related inquiries while creating positive and memorable experiences that build brand loyalty. The Customer Service Outfitter utilizes strong communication skills, critical thinking, and problem-solving abilities to provide first-contact resolution whenever possible. Responsibilities include supporting new sales opportunities, resolving post-purchase concerns, processing customer requests, and navigating multiple systems and resources to meet customer needs. Successful Outfitters demonstrate professionalism, empathy, adaptability, and a passion for helping customers while meeting established contact center performance and quality expectations.

Requirements

High School Diploma or equivalent required.
Strong verbal and written communication skills with the ability to build rapport and provide outstanding customer service.
Ability to effectively handle customer concerns, navigate difficult conversations, and resolve issues professionally.
Proficiency in computer systems, Microsoft Office applications, web navigation, and customer relationship management tools.
Ability to accurately type and manage multiple systems while assisting customers through phone, email, and chat channels.
Strong critical-thinking, problem-solving, and decision-making skills.
Ability to learn and retain knowledge related to Bass Pro Shops and Cabela's products, services, policies, and procedures.
Strong problem-solving skills with the ability to resolve customer concerns and manage difficult situations professionally.
Ability to work independently and as part of a team in a fast-paced contact center environment.
Ability to meet established quality, productivity, schedule adherence, and customer satisfaction standards.
Regularly performs computer work and sits.
Occasionally walks and stands.
Seldom/never lifts up to 50lbs.

Nice To Haves

Vocational/Technical Certification or Associate Degree preferred.
0-2 years of experience in a call center, contact center, customer service, customer support, chat support, retail sales, hospitality, or a related field preferred.
Experience working in a fast-paced, customer-focused environment preferred.

Responsibilities

Handles inbound customer service calls, customer support contacts, and chat support interactions while meeting established contact center service, quality, productivity, and attendance standards.
Provides customer support by responding to inquiries related to account information, order status, product questions, returns, exchanges, shipping concerns, billing issues, promotions, and other customer service matters.
Delivers first-call resolution whenever possible by utilizing contact center resources, systems, and problem-solving skills to resolve customer concerns efficiently and professionally.
Navigates multiple customer service and contact center systems simultaneously to accurately document interactions and support customer needs.
Identifies opportunities to drive sales through product recommendations, cross-selling, upselling, and promotion of Bass Pro Shops and Cabela's products and services.
Manages escalated customer service situations with empathy, professionalism, and effective conflict-resolution techniques.
Maintains knowledge of products, promotions, policies, procedures, and system updates to provide accurate customer support and service.
Participates in coaching, training, and development activities designed to improve call center performance, customer satisfaction, and career growth.
Performs all other duties as assigned.