Online Client Service Representative

Job Description

Job Description

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The Online Client Services Representative is responsible for maximizing conversion of digital leads into paying customers by providing expert-level support across all online communication platforms. This role is the digital face of The Armories—engaging with new and existing customers via incoming & outgoing phone calls, email, website chat, GunBroker, CRM, and social channels.

The primary objectives are to:

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

• 
  Capture and convert online and phone leads by answering questions, offering solutions, and recommending products/services.

• Deliver personalized service before, during, and after the sale , ensuring client satisfaction and repeat business.

• Assist in order placement (online, phone, or in-store handoff), troubleshoot complex transactions, and provide guidance on firearms, transfers, compliance, and warranty repairs.

• Support store-level staff by handling advanced research requests and managing highly detailed client interactions.

• Uphold The Armories’ Core Values, brand image, and mission across all media channels.

Responsibilities and Duties

• Ens The following list is not exhaustive but outlines the essential functions of the role.

Digital Client Engagement, Sales & Lead Management

• 
  Respond rapidly to customer inquiries and offer first-contact solutions via:
  • Incoming Phone calls & text messages
  • Email (info@, clientservices@)

  • Website chat (live and after-hours follow-ups)

  • Webform submissions

  • GunBroker, Guns.Com and other 3rd party site inquiries

  • “Back in Stock” and “Quote Request” notifications

• Convert inquiries into sales via:
  • Online checkout support

  • Phone order capture

  • Personalized store transfer recommendations
  • Online Sales order fulfillment 

• Provide one-time use promotional codes for closing sales, price matching, or customer retention.

Customer Experience & Relationship Development

• 
  Track and maintain client discussions, wish lists, product interests, and special occasion notes (birthdays, anniversaries) within CRM software

• Maximize the discretionary spending of top-tier clientele through relationship building and proactive communication.

• Conduct follow-ups on missed calls, texts, emails, and chat requests daily.

• Ensure clients are satisfied post-sale and initiate resolution strategies for any concerns.

Research, Product Guidance & Support

• 
  Support in-store teams by conducting product, compliance, or availability research.

• Provide technical guidance based on firearm operation, model differences, historical context, and application-based recommendations.

• Assist in coordinating or tracking warranty repair statuses.

Operational & Administrative Support

• 
  Process and track FFL request emails and ensure accurate records.

• Generate custom pricing estimates in POS systems.

• Maintain accuracy and use of CRM for lead tracking and follow-up strategies.

• Record detailed correspondence interactions in customer profiles.

Business Growth & Opportunity Development

• 
  Analyze customer interaction trends to identify new revenue opportunities.

• Actively seek opportunities for gun collection or estate acquisitions.

• Recommend inventory improvements based on customer demand pattern

Qualifications

The ideal candidate embodies high energy, passion for the firearms industry, and exceptional customer service ability , while being technically proficient and detail-focused.

Required:

• 
  Strong firearms knowledge: manufacturers, models, calibers, operation, ammunition, historical relevance

• 2+ years customer service or sales experience

• High-level communication skills (written & verbal)

• Organized, focused, and extremely detail oriented

• Strong multitasking capabilities under pressure

• Adept at digital communication in a fast-paced environment

• Problem-solving oriented with strong patience and follow-through

Software & Technology Proficiency:

• 
  CRM

• CoreStore POS (Point of Sale software)

• CoreWare / TheArmories.com backend

• Phone system

• Credit card processing web portal

• Microsoft & Google Suite applications

SCHEDULE

Full-time position. Hours are based on online activity levels, seasonality and customer engagement demand. Some weekend or after-hours follow-up work may be required based on lead volume and responsiveness needs.

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!