Customer Service Representative

Role Purpose

The Customer Service Representative (CSR) serves as a key point of contact for Wilson Combat retail customers, providing accurate, courteous, and timely assistance across all communication channels. This role focuses on product knowledge, issue resolution, and customer support ensuring every interaction reflects Wilson Combat's commitment to quality, craftsmanship, and integrity.

• Respond to inbound customer inquiries by phone, email, and online messaging in a prompt, professional manner.
• Provide accurate information regarding product specifications, availability, warranty policies, and service procedures.
• Assist customers in navigating company resources and direct them to appropriate departments when necessary (e.g., Sales, Shipping, or Warranty).
• Maintain professionalism and composure when handling sensitive or high‑stress situations.

• Guide customers through the product service, warranty, and repair request processes.
• Work collaboratively with the warranty and gunsmithing teams to ensure timely resolution of service requests.
• Track service cases and communicate progress updates to customers clearly and proactively.
• Document all service interactions accurately within the company's customer management system.

• Coordinate with internal departments to ensure consistent and accurate customer communication.
• Identify recurring customer issues or questions and communicate insights to management for process improvement.
• Support the development of reference materials and FAQs to enhance future customer interactions.
• Contribute to a positive team environment that values accuracy, accountability, and shared success.

• Represent Wilson Combat with professionalism, integrity, and respect in all communications.
• Uphold company values of quality, precision, dependability, and customer trust.
• Maintain a deep understanding of the company's history, products, and service standards to provide informed support.

• Exceptional written and verbal communication skills with a polished, professional tone.
• Strong problem‑solving abilities with a focus on efficiency, accuracy, and customer satisfaction.
• Proven ability to manage multiple priorities in a fast‑paced environment.
• Experience with CRM or ERP systems (Net Suite experience a plus).
• Familiarity with firearms and related terminology preferred but not required.
• Strong sense of accountability, follow‑through, and teamwork.

The ideal candidate for this position is a professional communicator and problem‑solver who takes pride in helping others and ensuring accuracy in every task. They thrive in a structured, fast‑paced environment, remain composed under pressure, and bring a genuine sense of care to each customer interaction. This person values teamwork, consistency, and attention to detail and approaches each day with the mindset of supporting Wilson Combat's reputation for uncompromising quality and service excellence.