Customer Service Representative (Contract)

InvestedintheMission; Scottsdale (AZ); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

401k with employer match

Discretionary paid time off

Paid parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Employee Resource Groups (ERGs)

Snacks in offices

Job summary

Axon is seeking a Customer Service professional based in Scottsdale, AZ, onsite four days a week. You will deliver world-class support across email, phone, chat, and forums, while meeting performance metrics and documenting interactions in Salesforce.

The role emphasizes building subject-matter expertise, resolving issues efficiently, and communicating clearly with customers. CJIS background check is required and training will be provided to ensure adherence to policies.

Qualifications

• 1–2 years of proven customer support experience.
• Strong interpersonal skills and written communication.
• Proficiency with Microsoft Office and common CRM software.
• Ability to listen actively and resolve issues collaboratively.

Responsibilities

• Build and maintain knowledge of Axon processes and solutions.
• Resolve customer issues via phone, email or chat; explain solutions clearly.
• Document all interactions using Salesforce Cases and follow procedures.
• Provide accurate information using the correct tools and processes.
• Meet personal and team targets for phone and case metrics.
• Suggest process or performance improvements to the Support Manager.

Skills

Customer service

CRM software

Microsoft Office

Active listening

Verbal & written communication

Tools

Salesforce

Job description

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

You will provide world class customer service to Axon customers through multiple communication channels which may include, but are not limited to, email, phone, web chat and community forums. You will be in a customer focused environment and responsible for meeting or exceeding performance and quality goals.

What You’ll Do
Location: Onsite 4 days a week out of our Scottsdale, AZ office
Reports to: Manager of Customer Service

• Build and maintain subject matter expertise of Axon processes and solutions related to this role


• Resolve customer issues via phone, email or chat by determining the cause of the problem; selecting and explaining the best solution and expediting correction or resolution


• Follow communication procedures, guidelines and policies and clearly document all customer interactions using Salesforce Cases


• Provide accurate, valid and complete information by using the right processes/tools


• Meet personal/team performance targets around phone and case metrics


• Send process or performance improvement suggestions to your Support Manager

Basic Qualifications

• High school diploma or equivalent; college degree preferred


• 1 to 2 years of proven customer support experience


• Excellent interpersonal skills


• Proficiency with Microsoft Office


• Familiar with CRM and Call Center Software


• Strong verbal and written communication ability including active listening, conflict resolution and customer empathy


• You can perform assigned tasks and projects quickly, accurately and expertly


• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Benefits that Benefit You

• Competitive salary and 401k with employer match


• Discretionary paid time off


• Paid parental leave for all


• Medical, Dental, Vision plans


• Fitness Programs


• Emotional & Mental Wellness support


• Learning & Development programs


• Employee Resource Groups (ERGs)


• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.