What are the responsibilities and job description for the Customer Support Agent position at Davidson Defense?
The Customer Service Agent performs the pivotal role of addressing and troubleshooting customer issues and complaints by phone or email. This will require the agent to possibly create, support, and troubleshoot orders while providing professional service to all inquiries and complaints.
Role Responsibilities
Communicate with customers via telephone, email, or online chat to provide support and information on products or services.
Collect and enter orders for new or additional products or services, including replacements, cancellations, and additions to orders.
Field customer questions and complaints; when the issue is beyond the representative’s knowledge or access, forwards to the appropriate staff.
Ensure that appropriate actions are taken to resolve customers problems and concerns.
Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments using ticket management software.
Validate customer issues following appropriate steps as outlined in training procedures.
Use knowledge of a specific product or service to answer inquiries or to forward to the appropriate staff as needed.
Understanding of firearms preferred
Education and Experience
High School Diploma or equivalent.
Customer Service Experience.
Knowledge of guns and gun parts
Required Skills/Abilities:
Excellent computer skills including adaptability to order and inventory databases.
Ability to multitask.
Critical thinking and problem-solving skills.
Able to type minimum 40 wpm.
Able to maintain professionalism under possibly stressful circumstances.
Great interpersonal and communication skills (verbal and written).
Experience working in a fast-paced and continuously changing environment.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Repetitive hand motion (such as typing).
Job Type: Full-time
Pay: $15.00 - $17.00 per hour
Benefits:
- Dental insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $15 - $17