Customer Service Associate in Houston, Texas at Primary Arms
Job Description
Job Overview
The Customer Service Associate (CSR) acts as a liaison, providing product/service information, answering questions, and resolving any emerging problems our customer accounts might face, accurately and efficiently. Demonstrates an understanding of the firearms industry and a commitment to providing exceptional customer service.
Customer Service Associates are responsible for performing customer service-related tasks in a patient, professional, and courteous manner, and work closely with Customer Service Leads, Supervisors, Assistant Managers, Managers, and Sr. Managers. This position predominantly entails the following responsibilities: answering customer phone calls, responding to customer emails, responding to customer chats, and servicing customer orders.
Responsibilities and Duties
- Always maintain a positive, empathetic, and professional attitude toward customers and coworkers.
- Practice and uphold core Primary Arms expectations for excellent customer service experience.
- Communicate with customers and coworkers in person, via phone, email, and chat with respect and professionalism, demonstrate patience and understanding, to ensure customer satisfaction and resolve customer issues and complaints.
- Keep accurate and detailed records of customer interactions, transactions, comments, and concerns.
- Address product questions using applicable tools (e.g., NetSuite, PrimaryArms.com, and manufacturer websites)
- Apply modifications to customer orders including, but not limited to, canceling orders, adding and removing items, facilitating price matches, and adjusting prices with supervisor approval.
- Assisting customers with their accounts including, but not limited to, adding and updating contact information, facilitating customer password resets, and preparing and submitting refund or store credit requests.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and overtime as business needs require
Skills and Qualifications
- Maintains a customer-focused mindset and advocates for Primary Arms customers
- Exemplary schedule adherence while ensuring all attendance policies are followed
- Effectively communicates with customers and coworkers in person, via phone, email, and chat
- Strong attention to detail and maintains a high level of accuracy in all notations, communication, and documentation
- Proactively works to resolve issues
- Ability to meet deadlines and follow through on multiple tasks
- Maintains a high degree of productivity by actively assisting team members between assigned tasks
- Actively listens, and reads carefully to ensure that customers’ inquiries are properly, completely, and accurately addressed
- Utilizes support structure to partner with management team for assistance or to escalate customer concerns as needed
- Completes assigned tasks, while working with management to ensure all work is completed according to established service levels
- Adheres to all Primary Arms policies and procedures
- Proficient with all technology and tools utilized by Customer Service
- Work is performed in an office environment and requires the ability to sit at a desk for extended periods of time and operate standard office equipment and keyboards
- Must have the ability to lift and carry parcels, packages and other items, and walk short distances
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Primary Arms, LLC is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications.
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