Customer Service Representative

Wilson Combat; Berryville (AR); On-site; USD 35,000 - 45,000; Full time

Job summary

Wilson Combat in Berryville, Arkansas is seeking a Customer Service Representative to engage with retail customers, ensuring accurate and timely assistance. This role emphasizes product knowledge and customer support across all communication channels.

The ideal candidate excels in problem-solving, maintains professionalism under pressure, and has a strong commitment to customer service excellence. Familiarity with firearms is preferred but not required, and teamwork is highly valued.

Qualifications

• Exceptional communication skills with a professional tone.
• Proven problem-solver focused on efficiency and accuracy.
• Ability to handle multiple priorities in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone, email, and messaging.
• Provide accurate product information and warranty support.
• Document service interactions in the customer management system.

Skills

Exceptional written and verbal communication skills

Strong problem-solving abilities

Ability to manage multiple priorities

Experience with CRM or ERP systems

Familiarity with firearms terminology

Job description

Role Purpose

The Customer Service Representative (CSR) serves as a key point of contact for Wilson Combat retail customers, providing accurate, courteous, and timely assistance across all communication channels. This role focuses on product knowledge, issue resolution, and customer support ensuring every interaction reflects Wilson Combat's commitment to quality, craftsmanship, and integrity.

Primary Responsibilities

Customer Support & Communication

• Respond to inbound customer inquiries by phone, email, and online messaging in a prompt, professional manner.
• Provide accurate information regarding product specifications, availability, warranty policies, and service procedures.
• Assist customers in navigating company resources and direct them to appropriate departments when necessary (e.g., Sales, Shipping, or Warranty).
• Maintain professionalism and composure when handling sensitive or high‑stress situations.

Warranty, Service, & Technical Support

• Guide customers through the product service, warranty, and repair request processes.
• Work collaboratively with the warranty and gunsmithing teams to ensure timely resolution of service requests.
• Track service cases and communicate progress updates to customers clearly and proactively.
• Document all service interactions accurately within the company's customer management system.

Internal Collaboration & Process Support

• Coordinate with internal departments to ensure consistent and accurate customer communication.
• Identify recurring customer issues or questions and communicate insights to management for process improvement.
• Support the development of reference materials and FAQs to enhance future customer interactions.
• Contribute to a positive team environment that values accuracy, accountability, and shared success.

Brand Representation

• Represent Wilson Combat with professionalism, integrity, and respect in all communications.
• Uphold company values of quality, precision, dependability, and customer trust.
• Maintain a deep understanding of the company's history, products, and service standards to provide informed support.

Desired Skills and Experience

• Exceptional written and verbal communication skills with a polished, professional tone.
• Strong problem‑solving abilities with a focus on efficiency, accuracy, and customer satisfaction.
• Proven ability to manage multiple priorities in a fast‑paced environment.
• Experience with CRM or ERP systems (NetSuite experience a plus).
• Familiarity with firearms and related terminology preferred but not required.
• Strong sense of accountability, follow‑through, and teamwork.

Candidate Profile

The ideal candidate for this position is a professional communicator and problem‑solver who takes pride in helping others and ensuring accuracy in every task. They thrive in a structured, fast‑paced environment, remain composed under pressure, and bring a genuine sense of care to each customer interaction. This person values teamwork, consistency, and attention to detail and approaches each day with the mindset of supporting Wilson Combat's reputation for uncompromising quality and service excellence.