Customer Service Representative

OCOEE ACQUISITION LLC; Florida; On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Bonus eligible

Medical, dental, vision

Job summary

Ballistic Advantage, Apopka, FL, is seeking a customer service associate to assist firearms dealers and customers by phone, email, helpdesk, and live chat. You’ll address product questions, process orders, refunds, and returns while collaborating with sales, production, and shipping to fulfill customer needs.

Ideal candidates have 2+ years of direct customer service experience, strong communication skills, and comfort with data tracking.

Qualifications

• 2+ years of direct customer service experience, ideally in firearms, outdoor, automotive, or another technical product field.
• High-volume phone skills.
• Strong written and verbal communication.
• Comfort with data: tracking issues, noticing patterns, and presenting what you find.
• Basic working knowledge of Microsoft Office.
• Experience with customer chat software.
• The ability to resolve conflict and multitask.
• A practical approach to problem solving that looks past the standard answer when it doesn’t fit.
• Dependable, friendly, and invested in the success of the team.

Responsibilities

• Greet customers and quickly identify the reason for their call.
• Respond to inquiries about products, compatibility, orders, shipping, returns, warranties, and terms of sale.
• Answer questions about Ballistic Advantage products and policies and explain answers clearly to customers at every experience level.
• Place orders and process refunds and exchanges.
• Collect customer payment information, addresses, and phone numbers.
• Troubleshoot product issues and resolve customer complaints and disputes.
• Work with other internal teams to resolve order and product concerns.
• Log customer interactions and identify trends in questions, complaints, and feedback.
• Summarize findings and recommend improvements to products, processes, and communication.
• Support teammates and help keep the department working as one unit.

Skills

High-volume phone

Customer service experience

Strong communication

Data tracking

Conflict resolution

Multitasking

Problem solving

Team-oriented

Tools

Microsoft Office

Chat software

Job description

Description

Ballistic Advantage manufactures AR-platform barrels and components used by shooters, builders, and firearms retailers across the country. Our customer service team is the first point of contact for dealers and end customers, and the information they gather shapes how we improve products and service.

The role

You will answer questions from firearms dealers and individual customers by phone, email, helpdesk ticket, and live chat. You will solve problems on the first contact whenever possible and follow through when you can’t. You will work with sales, production, and shipping to get customers what they need. You will also track recurring questions and issues, spot patterns, and bring those findings to leadership so the team can fix root causes instead of repeating the same answers.

What you’ll do

• Greet customers and quickly identify the reason for their call.
• Respond to inquiries about products, compatibility, orders, shipping, returns, warranties, and terms of sale.
• Answer questions about Ballistic Advantage products and policies and explain answers clearly to customers at every experience level.
• Place orders and process refunds and exchanges.
• Collect customer payment information, addresses, and phone numbers.
• Troubleshoot product issues and resolve customer complaints and disputes.
• Work with other internal teams to resolve order and product concerns.
• Log customer interactions and identify trends in questions, complaints, and feedback.
• Summarize findings and recommend improvements to products, processes, and communication.
• Support teammates and help keep the department working as one unit.

Requirements

What you bring

• 2+ years of direct customer service experience, ideally in firearms, outdoor, automotive, or another technical product field
• High-volume phone skills
• Strong written and verbal communication
• Comfort with data: tracking issues, noticing patterns, and presenting what you find
• Basic working knowledge of Microsoft Office
• Experience with customer chat software
• The ability to resolve conflict and multitask
• A practical approach to problem solving that looks past the standard answer when it doesn’t fit
• Dependable, friendly, and invested in the success of the team
• Must be legally able to own and possess a firearm, and pass a background check and drug screening
• call center experience is a plus!

Schedule, pay, and benefits

• Monday through Friday, on-site at our Apopka, FL facility
• $20 to $23 per hour, based on experience
• Bonus eligible
• Medical, dental, vision, 3 weeks of PTO, and a 401(k) with a 6% match

Ballistic Advantage is an equal opportunity employer.