Customer Service Representative

Ballistic Advantage, LLC.; Florida; On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Bonuses eligible

3 weeks PTO to start

15 paid holidays

Medical, dental, and vision coverage

401(k) with 6% match

On-site in Apopka, FL

Job summary

Ballistic Advantage, Apopka, FL, seeks a Customer Service Associate to handle inquiries from dealers and customers by phone, email, helpdesk, and live chat. You will resolve issues on the first contact when possible and coordinate with sales, production, and shipping to fulfill orders.

Responsibilities include answering product questions, processing orders, refunds, and returns, logging interactions, identifying trends, and suggesting improvements.

Qualifications

• 2+ years of direct customer service experience, ideally in firearms, outdoor, automotive, or another technical product field.
• Extensive knowledge of the AR-15 platform.
• High-volume phone skills.
• Strong written and verbal communication.
• Comfort with data: tracking issues, noticing patterns, and presenting findings.
• Basic working knowledge of Microsoft Office.
• Experience with customer chat software.
• Ability to resolve conflict and multitask.
• Practical problem solving and teamwork.

Responsibilities

• Greet customers and identify the reason for their call.
• Respond to inquiries about products, compatibility, orders, shipping, returns, warranties, and terms of sale.
• Answer technical questions about Ballistic Advantage products and policies, and explain clearly.
• Place orders and process refunds and exchanges.
• Collect customer payment information, addresses, and phone numbers.
• Troubleshoot product issues and resolve complaints and disputes.
• Collaborate with Sales, Production, and Shipping to fulfill needs.
• Log interactions and identify trends in questions and feedback.
• Summarize findings and recommend improvements to products and processes.
• Support teammates to keep the department as one unit.

Skills

Customer service

AR-15 knowledge

Phone skills

Written & verbal communication

Data tracking

MS Office

Chat software

Conflict resolution

Multitasking

Team orientation

Tools

MS Office Suite

Customer 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 technical 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 the Customer Service Lead, the Technical Department Manager, and 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
• Extensive knowledge of the AR-15 platform
• 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

A plus: call center experience

Eligibility requirements

• This position requires access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR). Applicants must be a U.S. person as defined by 22 C.F.R. § 120.62, or be eligible to obtain any required export authorization. U.S. persons include U.S. citizens, U.S. nationals, lawful permanent residents, and individuals granted asylum or refugee status.
• Ballistic Advantage is a federally licensed firearms manufacturer. This position may involve access to firearms, ammunition, or controlled areas of the facility. Candidates must not be prohibited from possessing firearms or ammunition under federal law (18 U.S.C. § 922(g)) or Florida law (Chapter 790, Florida Statutes).
• Must pass a background check and drug screen.
• Must work on-site in Apopka, FL.

Schedule, pay, and benefits

• Monday through Friday, on-site at our Apopka, FL facility
• $20 to $23 per hour, based on experience
• Bonus eligible
• 3 weeks of PTO to start
• 15 paid holidays
• Medical, dental, and vision coverage with 80% employer paid contribution
• 401(k) with a 6% match

Ballistic Advantage is an equal opportunity employer.