Customer Support Representative

I UP MANAGEMENT LLC - 5.0

Rock Island, IL Job Details Full-time From $20 an hour 14 hours ago Benefits Health savings account AD&D insurance Paid holidays Flexible spending account Paid time off 401(k) matching Life insurance Qualifications Microsoft Excel Microsoft Outlook Employee relationship building High school diploma or GED Customer support Stakeholder relationship building Quality data entry Customer data entry Full Job Description The Customer Support Representative (Level 1) is responsible for assisting customers with inquiries, transactions, and account support while providing basic administrative assistance as needed. This role requires strong communication skills, attention to detail, and a customer-focused approach in a fast-paced environment. Essential Job Functions Serve as the first point of contact for customers via phone, email, live chat, and in-person interactions. Assist customers with auction registrations, bidding inquiries, including ability to input bids, assist with payments, and general account support. Document and maintain accurate customer records, including payment and account details. Outbound calling for up to 80% of the day for solicitation of bids and contacting clients. Process customer invoices and post-auction follow-ups, ensuring timely payments and account updates. Escalate complex customer concerns to the appropriate supervisor or department. Provide basic administrative support, including data entry, document filing, and scheduling assistance. Assist in maintaining internal records and customer databases. Support the front desk or reception area as needed. Ensure compliance with company policies, regulatory guidelines, and confidentiality requirements. Participate in cross-training for administrative functions to support business needs. Work required auction weekends (approximately six per year). Perform other tasks, duties, and projects as assigned. Knowledge, Skills and Abilities Ability and willingness to learn, understand, and follow all company rules for firearm safety and general safety. Ability and willingness to learn, understand, and follow ATF and other regulatory compliance, and maintain such compliance. Knowledge, skill, and ability to learn and understand industry vernacular and any key aspects or significance associated with auction items as well as auction process. Effective communication skills including active listening with knowledge and ability to resolve customer issues / problems while maintaining composure and professionalism, following internal processes / procedures, and meeting internal quality standards. Ability to understand the importance for using discretion and maintaining confidentiality while working with sensitive information and data, and skill to demonstrate such. Knowledge, skill, and ability to build or improve peer-to-peer relationships. Excellent organizational and time management skills in order to balance competing priorities and successfully meet deadlines. Ability to work in call center environment and in close proximity to supervisor and team members. Intermediate proficiency using Microsoft Office (Outlook, Word, Excel). Ability to use and operate office machinery and other relevant equipment, such as telephone, computer, copier, and scanner. Knowledge and ability to perform basic math skills. Excellent written and oral communication skills to liaise with internal and external stakeholders with the highest degree of professionalism Ability to obtain and maintain active FOID card (Illinois residents only). Education and Experience High school diploma, GED, or equivalent required. Associate degree in a related field preferred. 1+ years of experience in customer service, administrative support, or a related role. Experience in auction services, retail, or high-volume customer interaction environments is a plus. Physical Requirements Constant sedentary work for prolonged periods up to 100% of the time with occasional moving and transporting up to 10 pounds. Must be able to constantly communicate and exchange accurate information. Must be able to detect, identify, inspect, observe, perceive and assess customer service operations. Constantly operates and uses telephone, computer and other relevant equipment and office machinery. Constantly works around firearms, bladed weaponry, and valuable collectibles. Firearms Customer Support Representative Rock Island Auction Company (RIAC), the #1 firearms auction house in the world, is searching for full-time Customer Support Representative at Rock Island, Illinois! Deliver world-class customer service as the first point-of-contact for buyers, collectors, and gun enthusiasts across the globe! Be the communication champion with prompt follow-up, meticulous attention to detail, analytical thinking, and sound decision-making. This non-exempt, full-time position is 100% on-site with an hourly gross base rate of $20.00 and eligibility for insurance benefits after meeting the required waiting period. Pay days are every Thursday! RIAC standard hours of operations are Monday through Friday, 8:00 a.m. - 5:00 p.m. CST with overtime and weekend hours, as needed. Click here to check out RIAC's hiring video! What does world-class customer service look like? It's all about relationships! Build and maintain long-lasting relationships with buyers and collectors. Keep meticulous records of all customer interactions to meet (or EXCEED!) company standards for confidentiality, quality, compliance, productivity, efficiency, and client expectations. Unite as a team while empowering co-workers to meet targets and goals. Engage in active listening and problem solving with customers to answer questions, resolve issues, address concerns, and if necessary, escalate to the next level. Why work for RIAC? Weekly pay! Paid time off and holidays! A la carte insurance benefits package, including FSA or HSA, company-paid life insurance and AD&D! 401(k) with company match! See some of the most rare and unusual firearms, military and historic collectibles! Complimentary fountain soda, fruit, oatmeal and treats! Monthly employee engagement events! Opportunities for upward mobility! Qualified candidates meet the following requirements: High school diploma, GED, or equivalent required; Two years' previous customer support experience, or similar experience required; Intermediate proficiency using Microsoft Office (Outlook, Word, Excel); Strong data entry skills and attention to detail; Ability to work six (6) auction weekends per year; and Ability to obtain and maintain active FOID card status (Illinois residents only). Physical Requirements Constant sedentary work for prolonged periods up to 100% of the time with occasional moving and transporting up to 10 pounds. Must be able to constantly communicate and exchange accurate information. Must be able to detect, identify, inspect, observe, perceive and assess customer service operations. Constantly operates and uses telephone, computer and other relevant equipment and office machinery. Constantly works around firearms, bladed weaponry, historic relics, and valuable collectibles. Rock Island Auction Company has been the #1 firearms auction house in the world every year since 2003. Today, RIAC employs a growing team of about 150 people and continues to set industry standards and expectations year over year. Between our 6 public auctions and 8+ online auctions each year, we sell tens of thousands of firearms, bladed weapons, military artifacts, and firearms accessories annually. We have a habit of excellence, regularly breaking and re-breaking our own records and redefining success in our industry, as more and more customers admire our results and trust our reputation.