Customer Service Representative - Contact Center

Bass Pro Shops; United States; Remote; USD 21,000 - 28,000; Part time

Benefits offered by this job

Dental

Vision

Voluntary benefits

401k Retirement Savings

Paid holidays

Paid vacation

Bass Pro Cares Fund

And more!

Job summary

Bass Pro Shops seeks a Customer Service Representative – Contact Center to deliver legendary service by phone, email, and chat. You will assist customers with product, order, account, and service inquiries while maintaining a memorable brand experience.

The role emphasizes first-contact resolution, professionalism, and teamwork in a fast-paced environment. Part-time schedule offers benefits including dental, vision, and 401k options.

Qualifications

• Requires a high school diploma or equivalent.
• Associate degree or vocational certification preferred.
• 0–2 years in call center, contact center, customer service, or related field preferred.

Responsibilities

• Handles inbound calls, emails, and chat while meeting service, quality, productivity, and attendance standards.
• Responds to inquiries related to account, order status, product questions, returns, and billing.
• Delivers first-call resolution whenever possible using available resources.
• Navigates multiple systems to document interactions and support customer needs.
• Identifies opportunities to drive sales through product recommendations, cross-sell, upsell, and promotions.
• Manages escalated situations with empathy and professionalism.
• Maintains knowledge of products, promotions, policies, and procedures to provide accurate support.
• Participates in coaching and training to improve performance and customer satisfaction.
• Performs all other duties as assigned.

Skills

Communication skills

Empathy

Problem solving

CRM software

MS Office

Multi-channel support

Teamwork

Fast learner

Education

High School Diploma

Associate degree

Certification preferred

Tools

CRM systems

Job description

POSITION SUMMARY

The Customer Service Representative – Contact Center serves as a front-line agent within the Contact Center, delivering Bass Pro Shops’ legendary customer service through phone, email and chat interactions. This role is responsible for assisting customers with product, order, account, and service-related inquiries while creating positive and memorable experiences that build brand loyalty.

The Customer Service Outfitter utilizes strong communication skills, critical thinking, and problem-solving abilities to provide first-contact resolution whenever possible. Responsibilities include supporting new sales opportunities, resolving post-purchase concerns, processing customer requests, and navigating multiple systems and resources to meet customer needs. Successful Outfitters demonstrate professionalism, empathy, adaptability, and a passion for helping customers while meeting established contact center performance and quality expectations.

ESSENTIAL FUNCTIONS

• Handles inbound customer service calls, customer support contacts, and chat support interactions while meeting established contact center service, quality, productivity, and attendance standards.
• Provides customer support by responding to inquiries related to account information, order status, product questions, returns, exchanges, shipping concerns, billing issues, promotions, and other customer service matters.
• Delivers first-call resolution whenever possible by utilizing contact center resources, systems, and problem-solving skills to resolve customer concerns efficiently and professionally.
• Navigates multiple customer service and contact center systems simultaneously to accurately document interactions and support customer needs.
• Identifies opportunities to drive sales through product recommendations, cross-selling, upselling, and promotion of Bass Pro Shops and Cabela’s products and services.
• Manages escalated customer service situations with empathy, professionalism, and effective conflict-resolution techniques.
• Maintains knowledge of products, promotions, policies, procedures, and system updates to provide accurate customer support and service.
• Participates in coaching, training, and development activities designed to improve call center performance, customer satisfaction, and career growth.
• Performs all other duties as assigned.

EXPERIENCE / QUALIFICATIONS

• High School Diploma or equivalent required.
• Vocational/Technical Certification or Associate Degree preferred.
• 0-2 years of experience in a call center, contact center, customer service, customer support, chat support, retail sales, hospitality, or a related field preferred.
• Experience working in a fast-paced, customer-focused environment preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Strong verbal and written communication skills with the ability to build rapport and provide outstanding customer service.
• Ability to effectively handle customer concerns, navigate difficult conversations, and resolve issues professionally.
• Proficiency in computer systems, Microsoft Office applications, web navigation, and customer relationship management tools.
• Ability to accurately type and manage multiple systems while assisting customers through phone, email, and chat channels.
• Strong critical-thinking, problem-solving, and decision-making skills.
• Ability to learn and retain knowledge related to Bass Pro Shops and Cabela’s products, services, policies, and procedures.
• Strong problem-solving skills with the ability to resolve customer concerns and manage difficult situations professionally.
• Ability to work independently and as part of a team in a fast-paced contact center environment.
• Ability to meet established quality, productivity, schedule adherence, and customer satisfaction standards.

Part Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Dental
• Vision
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [e-mail].

Bass Pro Shops