Firearms Customer Support Specialist (On-Site)

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

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.