Job Information
Christensen Arms Customer Service Specialist in Gunnison, Utah
Customer Service Specialist
Summary
Title:Customer Service Specialist
ID:1093
Department:Client Services
Description
Position Summary: We’re looking for a support associate who thrives on providing support through many different channels of communication – including: email, phone, chat, forums and social media. You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers, and have the ability to dive deep into a new product to learn it inside and out. This specific position will focus on firearm repair and maintenance authorizations.
Responsibilities:
Answer all questions related to Christensen Arms firearms and escalate when necessary
Provide technical support to customers who are often experiencing firearm malfunction
Educate and empower our customers to become better users of Christensen Arms firearms
Explain RMA process to customers and process all warranty claims/repairs
Own the RMA customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home.
Use Zendesk to create, communication, and solve issues with the customer and internal teams
Work with engineering and production team to minimize warranty returns
Proactively look for solutions to problems and propose improvements if something could work better
Proactively provide feedback to internal teams that helps to improve Christensen Arms firearms and create a better customer experience
Skills:
You love talking to people on the phone and building relationships with your customers
You're able to empathize with customers in a genuine way that lets them know you care about their issues
You’re a team player that can follow and lead as situations dictate
You’re able to make decisions and solve problems
You have an ability to explain complex issues in simple terms
You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions.
Technical skills and experience desired:
Knowledge of firearms and the firearm industry
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
At least 1-year minimum customer service experience
Familiarity with Zendesk
Proficiency using Microsoft Office products (Word, Excel, PowerPoint)