Customer Service Rep

Palmetto State Armory L; United States; Remote; USD 32,000 - 52,000; Full time

Job summary

Palmetto State Armory L is seeking a Customer Service Representative for a full-time remote US position. You will handle inquiries and resolve issues with courtesy, aiming to retain customer business and improve process visibility across platforms.

Role requires strong oral and written communication, multitasking across channels, and the ability to meet KPI-driven deadlines while staying knowledgeable about products and promotions.

Qualifications

• High School Diploma or equivalent.
• Proficient experience operating a computer across platforms.
• Strong verbal and written communication skills are required.
• Time management and organizational abilities are essential.
• Maintain confidentiality as required.
• Reliable internet connection with 50 Mbps minimum.

Responsibilities

• Provide real-time information on sales orders, repairs and returns to customers.
• Deliver a One Call resolution for orders, replacements or accessories.
• Maintain knowledge of products, services and promotions and seek training when needed.
• Proactively communicate with customers about any order status.
• Work across queues/channels (email, chat, phone) as needed.
• Utilize available resources and escalate complex issues appropriately.
• Prioritize orders to meet KPIs and gather required information for customer satisfaction.
• Support other aspects of the customer life cycle after training completes.
• Other duties as assigned.

Skills

Oral communication

Written communication

Leadership

Time management

Organizational skills

Confidentiality

Internet reliability

Multiplatform computer use

Education

High School Diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Rep

Full Time Clerical Remote Employees, US

JOB PURPOSE

The Customer Service Representative handles customer inquiries and complaints with the highest degree of courtesy andprofessionalismtoresolveoutstandingissues.Thispositionprovidesalternativesolutions where appropriateforsalesorders , returnsand/orrepairs with theobjective ofretainingcustomerbusiness. CustomerServiceRepresentativesdemonstratecontinuitybyensuringallplatformsand systems areupdatedasrequiredthatprovidesdataforfurtheranalyzing. This position utilizes critical thinking skills , as well as decision making skills for prompt resolution that has apositiveendingresultforthecustomerandthecompany.

DUTIES AND RESPONSIBILITIES

• Responsibleforprovidingrealtimeinformationregardingsalesorders , repairs and returns tothecustomer.


• Provide "One Call " resolution to customers who have additional needs regarding their order , replacement, or accessories.


• C ontinually maintain working knowledgeof all companyproducts , services andpromotionsandproactivelyseek outfurthertrainingandknowledgebaseifneeded.


• Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have.


• May be required to work in one or multiple queues/skill sets over various customer contact channels, including email , chat , andphone , dependingonthecustomerneeds .


• Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time priortoescalatingany customertoahigherlevel.


• Prioritize customer orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, uptoescalation, if needed.


• Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training.


• All other duties , asassigned.

QUALIFICATIONS

Required Qualifications include:

• High School Diploma or equivalent


• Proficient experience operating a computer in several different platforms.


• Excellent oral , written,andleadershipskills.


• Time management & organizational skills are essential.


• Maintain confidentiality as required.


• Must have a designated work area th at is noise and distraction free (Photos will be required for verification of this requirement.)


• Must provide your own internet with a minimum of 50 MBPS.


• Must have a minimum of 2 years CustomerServiceCallCenterexperience.

Preferred Qualificationsinclude:

• Firearms experience


• PSA Manufacturing experience

WORKING CONDITIONS

While performing the duties of this position, the employee is subject to a typical office environment, including heavy PC and phone usage. Work is performed in an open office environment. The noise level in the work environment is usually moderate. Specific job assignments may require day, evening, weekend, or holiday hours. Overtime may be required based on workload. Additional training may be required based on business needs.

PHYSICAL REQUIREMENTS

Heavy PC and moderate phone usage. Sitting for long periods of time. Occasionally lifts from floor to waist up to 10 pounds, carries up to 10 pounds and walks or stands.

DIRECT REPORTS

N/A

Must be at least 18 years of age.

Must pass a Customer Service Assessment prior to being scheduled an interview.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Export Control Compliance Notice

This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.