Customer Service Representative

Position Title:

Customer Service Representative Reporting to: Customer Service Manager

Location:

Evansville, IN

Status:

Non-Exempt

ESCALADE

Escalade is a publicly traded leader in sports and recreation, with over 100 years of innovation across iconic brands like Goalrilla, STIGA, Bear Archery, ONIX, Brunswick Billiards, and more. Headquartered in Evansville, Indiana, we design, manufacture, and distribute sporting goods that bring families and communities together through active play. Bear Archery, part of Escalade Sports, was founded in 1933 by the father of modern archery, Fred Bear. With the intention of bringing archery to the masses, Bear Archery produces legendary bows with a focus on reliability and technology while continuously maintaining its rich heritage of innovative leadership, quality products, and family values. Bear Archery is known for its commitment to quality and innovation, integrating advanced technology and craftsmanship into every product to create lasting memories and exceptional user experiences. Its well-known brands include Bear Archery, Trophy Ridge, Gold Tip, Bee Stinger, Cajun Bowfishing, and SIK Broadheads. Explore more at Escalade, Inc., Bear Archery, follow us on Facebook, Instagram, YouTube, and LinkedIn.

Job Purpose:

To deliver exceptional service and support to Bear Archery customers by demonstrating resourcefulness, driving results, managing conflicts effectively, and learning quickly. This role involves resolving product issues, managing warranty claims, and providing product guidance. Essential Duties / Responsibilities Employ creativity and resourcefulness to address and resolve dealer and consumer inquiries, utilizing product knowledge and available resources. Take proactive steps to resolve customer issues efficiently and effectively, ensuring high levels of satisfaction and timely resolution. Handle and de-escalate conflicts with customers or vendors diplomatically and professionally, seeking win-win solutions and maintaining positive relationships. Clearly and effectively communicate with customers, vendors, and internal teams through various channels (tickets, phone calls, chats) to ensure accurate information and resolution of issues. Communicates identified product situations to proper internal departments. Quickly adapt to new product information, processes, and technologies, ensuring up-to-date knowledge and the ability to respond to evolving customer needs and market conditions. Thrive in a strong team environment with cross-functional groups working together to meet or exceed department goals. Qualifications & Requirements 1-2 years of customer service experience, with demonstrated ability to handle a diverse range of customer interactions and resolve issues effectively. Exceptional verbal and written communication abilities to articulate information clearly and engage effectively with customers and internal teams. Solid knowledge of computer software (Microsoft Office) and the ability to quickly learn new systems and tools as required. Organized and analytical Capable of working independently, demonstrating initiative, and taking action to resolve issues and drive results with minimal supervision. Archery experience is helpful but not required. Physical Demands Position requires sitting, talking and listening at least 2/3 of the time Occasional lifting up to 10 pounds Working Conditions Office environment This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other duties may be assigned.