Customer Service Representative

GWYNEDD•Upper Gwynedd Township, PA

22d•$19 - $23•Onsite

About The Position

We are seeking a skilled and detail-oriented Customer Service Representative to join our team. Individuals with firearms experience are encouraged to apply! The Customer Service Representative is responsible for engaging and supporting customers through multiple communication channels including phone, email, ticket systems, chat/SMS, social media, and order management systems. This position plays a key role in ensuring customer satisfaction by promptly responding to inquiries, troubleshooting issues, managing orders, coordinating with internal departments, and maintaining compliance with company and industry regulations.

Requirements

Excellent written and verbal communication skills, with the ability to adapt to varying audiences.
Strong problem-solving skills and professionalism in handling both internal and external issues.
Ability to work effectively in a fast-paced environment and perform under pressure while maintaining a commitment to customer satisfaction.
Minimum typing speed of 40 WPM with a high degree of accuracy.
Strong customer service orientation with a “customer-first” mindset.
Basic understanding of technical product information and interest in the firearms industry.
Commitment to compliance with industry regulations and company standards.
Self-motivated, organized, and able to manage multiple tasks to meet daily goals and team quotas.
Positive attitude and team-oriented mindset.
Willingness to work additional hours or assist with special tasks as needed.
Ability to lift up to 25 pounds.
Proficiency with Microsoft Word, Excel, and general ERP navigation.
Comfortable working with and around firearms.
Firearms knowledge or professional experience is required
Willingness to attend industry trade shows as needed.

Responsibilities

Provide introductory information to new customers and ensure a positive onboarding experience.
Respond promptly and professionally to customer inquiries across various platforms.
Follow up with customers to ensure satisfaction after purchases or service interactions.
Inform customers of additional products, services, or promotions as appropriate.
Identify and implement the quickest and most effective solutions to customer questions or concerns.
Escalate complex or unresolved issues to the appropriate department for follow-up.
Troubleshoot common issues related to products, orders, or services.
Collaborate with other CSRs and internal teams to deliver seamless support.
Accurately manage and reply to up to 80 emails or tickets per day, depending on volume.
Provide order management support for E-Commerce operations.
Assist in developing customer support materials and documentation.
Support marketing contests, trade shows, and special projects as needed.