Associate, Customer Experience

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Full Time Clerical Cedar Park, TX, US 2 Attachments

3 days ago Requisition

Salary Range: $18.00 To $20.00 Hourly

Summary

Description:

This position provides support to Customer accounts and inquiries. This role is service driven to support our operations for the organization and Silencer Shop Consumer Sales as needed or requested.

Position

Purpose:

Serves as the primary touchpoint for individual retail consumers. This role delivers knowledgeable, empathetic, and efficient support across phone, email, live chat, and support ticket channels. Key responsibilities include answering product technical questions, guiding customers through ATF NFA transfer timelines and eForms processes, assisting with order tracking, and facilitating requests. The ideal candidate combines a passion for technical customer service with a clear understanding of our industry and NFA ownership workflows.

• Protects and promotes the Silencer Shop brand at all times.
• Supports our Mission, “Silencer Ownership Simplified”
• Serve as a point of contact for customer inquiries via phone, email, and chats regarding, order status, and shipping.
• Handle high volumes of inbound phone calls, emails, live chats, and web tickets from consumers regarding product selection, order status, shipping, and account inquiries.
• Identify recurring technical issues or customer pain points and elevate them to management for continuous product and service improvement.
• Perform data entry accurately to update client information and transaction records
• Provide product and service information clearly, ensuring excellent customer experience
• Maintain detailed documentation of customer interactions and resolutions
• Utilize Microsoft Office tools to generate reports or document customer feedback
• Collect logs and screenshots for escalations. Assist with incident summaries and documentation.
• Assists with special projects as assigned by Management.
• Assumes additional responsibilities as assigned.
• Works collaboratively with others to achieve common objectives, goals and results.
• Demonstrates fiscal responsibility with all Company assets.

• Accountable for setting own work direction toward specific objectives
• May serve as advisor to staff and above
• Acts on assigned work
• May provide input on work activities, identifying problems and recommending solutions to assigned daily tasks
• Objectives set by manager who directs employees to execute tasks or projects

• High school diploma/GED equivalent or equivalent work experience
• 1 year of customer service experience, ideally within the firearms, shooting sports industry.
• Establish and maintain an effective working relationship with management, vendors and co-workers
• and foster a team environment

• High school diploma/GED equivalent or equivalent work experience
• 2+ years of customer service experience, ideally within the firearms, shooting sports industry.
• Establish and maintain an effective working relationship with management, vendors and co-workers,
• and foster a team environment

• High school diploma/GED equivalent or equivalent work experience
• 4+ years of customer service experience, ideally within the firearms, shooting sports industry.
• Experience in handling multiple administrative tasks
• Establish and maintain an effective working relationship with management, vendors and co-workers,
• and foster a team environment

• Knowledge and understanding of Department’s standard operating procedures
• Basic familiarity with applicable federal regulations pertaining to acquiring and…