Customer Experience Specialist

Nightforce-Optics,-Inc.; Orofino (ID); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

100% paid benefits

PTO 60 hours

10-13 holidays per year

401k matching

4-day work week

Employee discount

Job summary

Nightforce Optics is seeking a dedicated Customer Experience Specialist to join our team in Meridian or Orofino, Idaho. You will be the primary contact for troubleshooting, diagnostics, and product recommendations across Nightforce and Horus Vision products.

Your mission is to ensure a seamless experience by providing accurate information and documenting issues. The role requires strong communication, problem-solving, and the ability to manage multiple customer interactions via phone, email, and

Qualifications

• Associate degree in communication, sales, or business (or equivalent experience).
• 2 years of experience in a fast-paced, professional customer support role.
• Excellent interpersonal and phone skills to interact with dealers, consumers, and internal departments.
• Ability to work weekends, holidays or travel to Nightforce events if needed.
• Clear and concise instructions over phone, live chat, email and Zoom.
• Active listening and proper phone etiquette to ensure full attention to customers.

Responsibilities

• Manage and document technical support issues via phone, email and live chat.
• Troubleshoot complex issues through research and collaboration with other departments.
• Open customer accounts by recording accurate information.
• Provide product information and recommendations to customers.
• Create repeatable processes, FAQs and SOPs for customer support.
• Maintain records of customer interactions and issues in Oracle.

Skills

Interpersonal skills

Phone skills

Active listening

Time management

Communication channels

Problem solving

Education

Associate degree in communication, sales, or business

Tools

Microsoft Office

Google Suite

ERP systems

Job description

Description

We are Nightforce Optics

RUGGED. RELIABLE. REPEATABLE.

Nightforce Optics is a leading manufacturer and marketer of premium sport optics products, including riflescopes, spotting scopes and accessories. Known for its rugged products designed for use in punishing conditions, Nightforce is the industry benchmark for high-quality, high-performance products. Nightforce Optics, Inc., was established in 1992 with one goal in mind: to build the finest riflescopes on the market. The same qualities that have made Nightforce the choice of professionals have now created a dedicated following among hunters and serious shooters.

We want you to become part of our story!

Nightforce Optics is seeking a dedicated Customer Experience Specialist to join our team and deliver exceptional support to our internal and external customers. In this role, the Customer Experience Specialist will be the primary point of contact for troubleshooting, diagnostics, and problem resolution across our entire product line, including Nightforce Optics and Horus Vision products. Your mission is to ensure a seamless experience by providing accurate information, documenting issues, and assisting with product recommendations. This position may be filled in Meridian, ID or Orofino, ID.

What You Will Be Doing: Essential Job Duties

Required Qualifications

• Manage and document technical support issues, and interact with internal partners via phone, email, and live chat to ensure the functionality of Nightforce Optics and Horus products. Effectively managing multiple scenarios and prioritizing work based on business and customer and consumer needs. Assess consumer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with Nightforce and Horus products


• Attract potential consumers by answering product and service questions and suggesting additional information about our products. Engage and collaborate with the Sales team when necessary.


• Open customer accounts by recording accurate information


• Troubleshoot complex client issues through problem isolation, research, reviewing work instructions, and consultation with other team members including other departments such as shipping, production, R&D, and materials; escalates if necessary. This may require the use technology tools to assist with a resolution that fits the consumers and customers needs.


• Manage and document technical support issues and interact with customers via phone, email, and live chat interactions to ensure functionality of Nightforce Optics and Horus products.


• Create repeatable processes, automations, FAQ’s, SOPs, WIs (work instructions), and internal and external documents for customer support.


• Demonstrate good judgement in selecting methods and techniques for obtaining information and solutions in responding to customer requests including accurately identifying, assessing, and troubleshooting a wide range of riflescope and optics-related issues, including mounting, zeroing, reticle calibration, focus/parallax adjustments, and environmental performance.


• Maintain accurate and throughout records of all customer interactions, reported issues and product feedback by following work instructions and documenting each contact in Oracle.


• Provide customer service to internal and external customers to ensure consistent and professional experience without ever compromising quality


• Proactively seek out, pursue, obtain, learn, and retain product knowledge on a regular and ongoing basis through self-guided resources such as both independently through work instructions, manuals, and websites, as well as through company-provided training and asking questions.


• Works independently to make decisions with little direct oversight of a supervisor or manager while also working in a team environment. Makes suggestions and shows initiative in executing tasks


• Process and manage retail orders submitted through the company websites, ensuring accuracy in order entry and timely fulfillment. Assist Account Managers with coordinating product returns, including generating RMA’s, tracking shipments, and facilitating credit or replacement processing.


• Provide reporting and backorder information to dealers when requested or refer to account managers as appropriate


• Attend trade shows and other company events as needed


• Utilize AI-powered tools and systems to enhance customer support, streamline order processing, and quickly access relevant product or account information. Maintain a willingness to adapt to emerging technologies that improve the consumer and customer experience.

Non-Essential Duties:

• Additional Duties as assigned.

Requirements

What we need to see: Required Qualifications

• Associate degree in communication, sales, or business (or equivalent experience)


• 2 years of experience in a fast-paced, professional customer support role


• Excellent interpersonal and phone skills to interact with dealers, consumers, and internal departments


• Ability to work weekends, holidays or travel to Nightforce events if needed


• Demonstrate unwavering ability to communicate professionally in all types of communication. This position requires the ability to provide clear and concise instructions over the phone, live chat, email, and zoom.


• Active listening skills - proper phone etiquette to give full attention to what other people are saying, take time to understand the points being made, asking questions as appropriate


• Ability to prioritize workload and have a high attention to detail


• Experience with Microsoft Office or Google Suite


• Knowledge of ERP systems


• Exceptional problem solving and troubleshooting capabilities with the ability to identify problems and provide resolutions

What we would love to see: Preferred Qualifications

• Experience and knowledge of the hunting, shooting, outdoors industry


• Working knowledge of Oracle and Apex

Physical Requirements:

• Required to LIFT/CARRY Frequently (between 33%-66% of the time): 20 pounds, occasionally lifting up to 50 pounds with or without accommodation


• Required to PULL/PUSH Frequently: up to 20 pounds


• Bend: Frequently


• Twist: Frequently


• Squat: Occasionally


• Climb: Occasionally


• Kneel/Crawl: Occasionally


• Reach/Reach Overhead: Occasionally


• Finger Dexterity/Fine Manipulation: Continuously


• Sit: Continuously


• Computer/Mouse Use: Continuously


• Drive: Occasionally


• Repetitive Motion: Substantial movements of the wrist, hands, and/or fingers

What Sets Us Apart?

• 100% paid benefits for the employee including: medical, dental, vision, short term disability, long term disability, and life insurance.


• Paid Time Off Package - 60 hours your first year and increases year after year


• 10-13 paid holidays per year


• Matching 401k after one year of employment


• 4-day work week, who doesn't like 3-day weekends?


• Pride in our product


• Employee discount on scopes and Nightforce apparel

Nightforce Optics is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, gender, sex, national origin, age, sexual orientation, gender identity, protected veteran status, disability or any other category protected by law.

Note: All job offers are contingent on passing pre-employment requirements, including a drug screen and criminal background check. Applicants must also be a \"US Person\" as defined by the International Traffic in Arms Regulations (ITAR).

Application Deadline: September 1, 2026