Customer Experience Associate — Multi-Channel Support

Hill Country Class 3 LLC; Cedar Park (TX); Sur place; USD 25 000 - 28 000; Plein temps

Résumé du poste

Silencer Shop is seeking an Associate, Customer Experience in Cedar Park, TX to support customer accounts and inquiries across phone, email, live chat, and support tickets. You will guide customers through ATF NFA transfer timelines and eForms processes with empathy and accuracy.

The role emphasizes technical customer service within the firearms industry, maintaining records and delivering efficient service to our retail consumer base.

Qualifications

• High school diploma/GED equivalent or equivalent work experience.
• 1 year of customer service experience, ideally within the firearms, shooting sports industry.
• Establish and maintain an effective working relationship with management, vendors and co-workers
• and foster a team environment

Responsabilités

• Protects and promotes the Silencer Shop brand at all times.
• Supports our Mission, “Silencer Ownership Simplified”
• Serve as a point of contact for customer inquiries via phone, email, and chats regarding, order status, and shipping.
• Handle high volumes of inbound phone calls, emails, live chats, and web tickets from consumers regarding product selection, order status, shipping, and account inquiries.
• Identify recurring technical issues or customer pain points and elevate them to management for continuous product and service improvement.
• Perform data entry accurately to update client information and transaction records
• Provide product and service information clearly, ensuring excellent customer experience
• Maintain detailed documentation of customer interactions and resolutions
• Utilize Microsoft Office tools to generate reports or document customer feedback
• Collect logs and screenshots for escalations. Assist with incident summaries and documentation.
• Assists with special projects as assigned by Management.
• Assumes additional responsibilities as assigned.
• Works collaboratively with others to achieve common objectives, goals and results.
• Demonstrates fiscal responsibility with all Company assets.

Connaissances

MS Office Proficiency

Customer Service

Communication Skills

Fast-paced Environment

Formation

High School Diploma / GED

Outils

MS Office Suite

Description du poste

Silencer Shop is seeking an Associate, Customer Experience in Cedar Park, TX to support customer accounts and inquiries across phone, email, live chat, and support tickets. You will guide customers through ATF NFA transfer timelines and eForms processes with empathy and accuracy.

The role emphasizes technical customer service within the firearms industry, maintaining records and delivering efficient service to our retail consumer base.