Customer Service Rep

Palmetto State Armory is seeking a Customer Service Representative to handle customer inquiries and complaints with professionalism. The role focuses on resolving issues related to sales orders, returns, and repairs while ensuring customer satisfaction through effective communication and critical thinking.

Responsibilities:

• Responsible for providing real time information regarding sales orders, repairs and returns to the customer
• Provide "One Call" resolution to customers who have additional needs regarding their order, replacement, or accessories
• Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed
• Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have
• May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, and phone, depending on the customer needs
• Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level
• Prioritize customer orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed
• Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training
• All other duties, as assigned

Requirements:

• High School Diploma or equivalent
• Proficient experience operating a computer in several different platforms
• Excellent oral, written, and leadership skills
• Time management & organizational skills are essential
• Maintain confidentiality as required
• Must have a designated work area that is noise and distraction free (Photos will be required for verification of this requirement.)
• Must provide your own internet with a minimum of 50 MBPS
• Must have a minimum of 2 years Customer Service Call Center experience
• Firearms experience
• PSA Manufacturing experience