Firearms Product Specialist

Firearms Product Specialist Primary Arms, LLC - 1.8 Houston, TX Job Details Full-time From $21 an hour 6 hours ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Opportunities for advancement Life insurance Qualifications Live chat Active listening Attention to detail Problem-solving Empathy Full Job Description Job Overview A Firearms Product Specialist, or FPS, will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems our customer accounts might face, accurately and efficiently. The best FPS agents understand and respect the firearms community's reverence, desire, and need for Second Amendment-related products, and are genuinely excited to help customers. Firearms Product Specialist are knowledgeable in optics, AR, AK, other rifle, pistol and shotgun platforms, as well as their associated accessories. They are responsible for performing customer service-related tasks in a patient, professional, and courteous manner, and work closely with Customer Service Leads, Supervisors, Assistant Managers, Managers, and Sr. Managers. This position predominantly entails the following responsibilities: answering customer phone calls, responding to customer emails, responding to customer chats, and servicing customer orders. Firearms Product Specialist is a full-time position with weekday daytime/evening shifts that can include Sundays during the non-holiday season and Saturday and/or Sundays during the holiday season. Overtime may be mandatory dependent on demand and staffing levels. Responsibilities and Duties Always maintain a positive, empathetic, and professional attitude toward customers and coworkers. Practice and uphold core Primary Arms expectations for an excellent customer service experience. Communicate with customers and coworkers in person, via phone, email, and chat with respect and professionalism, demonstrating patience and understanding, to ensure customer satisfaction and resolve customer issues and complaints. Keep accurate and detailed records of customer interactions, transactions, comments, and concerns. Address product questions using applicable tools (e.g., NetSuite, PrimaryArms.com, and manufacturer websites) Works with internal and external company and manufacturer representatives to research product specifications, developments, and releases Apply modifications to customer orders including, but not limited to, canceling orders, adding and removing items, facilitating price matches, and adjusting prices with supervisor approval. Assisting customers with their accounts including, but not limited to, adding and updating contact information, facilitating customer password resets, and preparing and submitting refund or store credit requests. Skills and Qualifications

• Working knowledge of optics, AR, AK, other rifle, pistol and shotgun platforms, as well as their associated accessories
• Working knowledge of basic federal firearms laws, restrictions and purchase requirements
• Maintains a customer-focused mindset and advocates for Primary Arms customers
• Exemplary schedule adherence while ensuring all attendance policies are followed
• Ability to work as an integral part of the Customer Service team
• Employs empathic, careful, and active listening to correctly and quickly identify customer issues
• Employs positive, empathetic, and professional attitude toward customers and coworkers
• Provides the most efficient and accurate solution for each customer concern
• Effectively communicates with customers and coworkers in person, via phone, email, and chat
• Strong attention to detail and maintains a high level of accuracy in all notations, communication, and documentation
• Proactively works to resolve issues
• Ability to meet deadlines and follow through on multiple tasks
• Maintains a high degree of productivity by actively assisting team members between assigned tasks
• Actively listens, and reads carefully to ensure that customers inquiries are properly, completely, and accurately addressed
• Utilizes support structure to partner with management team for assistance or to escalate customer concerns as needed
• Completes assigned tasks while working with management to ensure all work is completed according to established service levels
• Adheres to all Primary Arms policies and procedures
• Proficient with all technology and tools utilized by Customer Service
• Work is performed in an office environment and requires the ability to sit at a desk for extended periods of time and operate standard office equipment and keyboards
• Must have the ability to lift and carry parcels, packages and other items, and walk short distances Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice. Applicants must be 21 years of age or older. Primary Arms is a drug-free workplace. Primary Arms, LLC is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications.

Pay:

From $21.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Life insurance Opportunities for advancement Paid time off Vision insurance

Work Location:

In person