AR-Platform Customer Support Specialist

Ballistic Advantage, LLC.; Florida; On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Bonuses eligible

3 weeks PTO to start

15 paid holidays

Medical, dental, and vision coverage

401(k) with 6% match

On-site in Apopka, FL

Job summary

Ballistic Advantage, Apopka, FL, seeks a Customer Service Associate to handle inquiries from dealers and customers by phone, email, helpdesk, and live chat. You will resolve issues on the first contact when possible and coordinate with sales, production, and shipping to fulfill orders.

Responsibilities include answering product questions, processing orders, refunds, and returns, logging interactions, identifying trends, and suggesting improvements.

Qualifications

• 2+ years of direct customer service experience, ideally in firearms, outdoor, automotive, or another technical product field.
• Extensive knowledge of the AR-15 platform.
• High-volume phone skills.
• Strong written and verbal communication.
• Comfort with data: tracking issues, noticing patterns, and presenting findings.
• Basic working knowledge of Microsoft Office.
• Experience with customer chat software.
• Ability to resolve conflict and multitask.
• Practical problem solving and teamwork.

Responsibilities

• Greet customers and identify the reason for their call.
• Respond to inquiries about products, compatibility, orders, shipping, returns, warranties, and terms of sale.
• Answer technical questions about Ballistic Advantage products and policies, and explain clearly.
• Place orders and process refunds and exchanges.
• Collect customer payment information, addresses, and phone numbers.
• Troubleshoot product issues and resolve complaints and disputes.
• Collaborate with Sales, Production, and Shipping to fulfill needs.
• Log interactions and identify trends in questions and feedback.
• Summarize findings and recommend improvements to products and processes.
• Support teammates to keep the department as one unit.

Skills

Customer service

AR-15 knowledge

Phone skills

Written & verbal communication

Data tracking

MS Office

Chat software

Conflict resolution

Multitasking

Team orientation

Tools

MS Office Suite

Customer chat software

Job description

Ballistic Advantage, Apopka, FL, seeks a Customer Service Associate to handle inquiries from dealers and customers by phone, email, helpdesk, and live chat. You will resolve issues on the first contact when possible and coordinate with sales, production, and shipping to fulfill orders.

Responsibilities include answering product questions, processing orders, refunds, and returns, logging interactions, identifying trends, and suggesting improvements.