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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)

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