Online Client Service Representative

Benefits:

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Employee discounts

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Profit sharing

Training & development

Vision insurance

PLEASE CLICK THE LINK BELOW TO BEGIN YOUR APPLICATION PROCESS

Position Overview

The Online Client Services Representative position is intended to maximize the capture rate of leads from various sources by answering product & services questions and making product suggestions to customers via digital platforms. This position will communicate with incoming leads and make follow up correspondence with existing leads/customers. You will work to ensure client satisfaction with the company’s products and services before, during, and after the sale by offering the highest level of personalized service.

Is responsible for turning calls and online inquiries into paying customers by taking their order online, over the phone or by passing the lead to the customer’s most convenient store location. Your position will also serve as a support for our front line team members by taking over transactions that are too complex to complete at store level. Maintain corporate standards and brand image through all media channels to ensure that our core values and mission statement are upheld.

The list below is not exhaustive, but provides a general template of the expected daily duties and responsibilities of the position.

Responsibilities and Duties

Ensure delivery of excellent customer service through fast and accurate processing of orders, follow up communication, and coordinating with other departments to resolve issues.

Monitor and respond to customer email requests from info@ and Client services@ email addresses

Monitor website integrated chat feature to answer product and service questions during shift. Follow up with missed after hours/missed chats daily - (Login Link)

Contact “Back in stock” and “Quote Request notifications” and offer personalized service in attempt to generate revenue

Provide one-time use, personalized coupon codes in order to close online sales, price match competitors or earn new/loyal customers business

Answer Gunbroker inquiries

Respond to online inquiries generated by webform submissions (info@)

Monitor auxiliary phone line to handle overflow calls (Extension
4)

Track and monitor clients want list

Develop relationships with key clients and maximize their discretionary income spend with the company; maintain their detailed account in our POS
- Maintain these customers wish list, birthday/anniversary events.

Provide support to store level team members by conducting research requests and communicating findings back to the team and customers; follow processes to track correspondence between leads and team members

Fulfill FFL email request (FFL@)

Generate custom quotes in the POS for customer inquiries

Maximize use of current CRM software to communicate with and track leads

Seek out opportunities for gun collection, estate sales and other purchasing opportunities

Return after hours missed calls/texts/emails/messages

Track and communicate repair status of items sent out for warranty repair

Follow up with clients to ensure that they are satisfied with the company's products and service

Qualifications

The team member that fills this position must be a self starter with an extremely positive attitude and a desire to help customers. Must possess great problem solving skills, patience, and focus. Must be detail oriented and extremely organized. Knowledge of firearms manufacturers, models, calibers, mechanical operation, ammunition, and history must be vast. Excellent multi-tasker while maintaining acceptable outcomes. Must be proficient with computers, and know how to quickly conduct research with provided resources.

The Client Services Representative will be required to operate a number of different types of software to complete their daily duties, including:

-Zoho CRM

-Core Store POS Software

-Core Ware/ website back end

• Vonix phone system

-Credit card processing web portal

-Microsoft/Google Suite programs

SCHEDULE

Full Time position. Schedule is based on the position's workflow requirements.

PAY RATE

This is an hourly position. Pay rate is based on relevant job experience, tenure with The Armories and performance evaluations.

Our Mission Statement:

At The Armories, our mission is to provide our valued customers the absolute best shopping experience in the firearms industry before, during and after their purchase! Our Core Values of Integrity, Customer Service and Respect are embodied in each of our professional team members and we will happily dedicate as much time as necessary to assist customers with our products, services, safety practices and the lifestyle of firearms ownership!