Customer Service Representative - Firearms

Customer Service Representative
- Firearms

The Browning Service & Distribution Center in Arnold, Missouri, is seeking a full-time Customer Service Representative
- Firearms to assist customers with firearm service, repair status, product questions, and technical firearm inquiries. This is a customer service position focused specifically on firearms and is not an IT or computer technical support role.

The ideal candidate combines strong customer service and telephone communication skills with a working knowledge of firearms and their mechanical operation. This position requires someone who is comfortable spending a significant portion of the workday assisting customers by phone while also being able to discuss firearm function, operation, maintenance, troubleshooting, and repair-related questions.

You will serve as a primary point of contact for Browning and Winchester customers, helping with everything from checking the status of a firearm sent in for service to answering technical questions regarding firearm operation and mechanical concerns. Product-specific training will be provided; however, candidates should have prior firearms knowledge and be comfortable discussing firearms with customers.

What You'll Do

• Answer incoming customer phone calls regarding Browning and Winchester firearms, products, repairs, and service.
• Look up and communicate the status of firearms sent to the Service Center for inspection or repair.
• Answer customer questions regarding firearm function, operation, maintenance, parts, and mechanical issues.
• Assist customers with basic firearm troubleshooting and help determine when a firearm may need to be sent in for service.
• Clearly explain repair findings, service procedures, timelines, and next steps to customers.
• Provide firearm maintenance and product information within established company guidelines.
• Respond professionally to customer inquiries by phone, email, and future online chat support.
• Ask appropriate questions to understand a customer's firearm concern and accurately document the issue.
• Handle dissatisfied or frustrated customers professionally while working toward an appropriate resolution.
• Maintain accurate records of customer conversations, firearm concerns, service information, and follow-up activities.
• Work closely with gunsmiths, technicians, and other Service Center personnel to provide customers with accurate information.
• Continuously develop knowledge of Browning and Winchester firearms, parts, product lines, and service procedures.
• Recommend appropriate products or services based on customer needs when applicable.
• Represent the company at consumer and dealer events when required.

What We're Looking For

We are looking for someone who is equally comfortable working with customers and talking about firearms.

• Be comfortable answering and managing a high volume of customer phone calls throughout the workday.
• Have a working knowledge of firearms and basic firearm mechanics.
• Be able to communicate technical firearm information in a way that is clear and understandable to customers.
• Understand basic firearm terminology, operation, maintenance, and troubleshooting.
• Be able to listen to a customer's description of a firearm problem, ask appropriate questions, and help identify possible causes or next steps.
• Demonstrate excellent customer service and interpersonal skills.
• Communicate clearly, confidently, and professionally, both verbally and in writing.
• Remain patient and professional when dealing with frustrated or dissatisfied customers.
• Be comfortable researching information when an immediate answer is not available.
• Manage multiple customer issues while maintaining accurate documentation and attention to detail.
• Work effectively both independently and as part of a team.
• Be…