Customer Experience Specialist

Guns.com is seeking a highly motivated, experienced and driven Customer Experience Specialist to join our Customer Experience Team at our headquarters in Burnsville, MN. This is a full-time, permanent position (40 hours per week) with hourly pay and a comprehensive benefits package. Our Service Operations Team is the backbone of the customer experience at Guns.com — the leading online firearms marketplace. In this role, you will independently manage a high volume of complex customer cases across email and digital channels, delivering prompt and correct resolutions that uphold our reputation for outstanding service. You are not just resolving cases — you are owning outcomes. You will handle various situations with sound judgment, coordinate cross-functionally to drive resolution, and contribute to continuous improvement of our workflows and service standards. Job Responsibilities: Customer Support & Case Resolution Manage a high volume of inbound customer email inquiries with professionalism, accuracy, and efficiency Independently resolve complex customer issues including dispute resolution, fraud prevention, order corrections, return requests, shipping concerns, and general post-purchase support Research and resolve customer concerns using internal systems and workflows Coordinate with fulfillment teams and internal departments to drive prompt resolution of order-related issues Serve as a resource to teammates on complex case types and best practices Order & Operations Management Facilitate order management, fulfillment, returns, and inventory-related inquiries Proactively engage with dealer partners and related businesses to support order resolution Maintain accurate customer records and case documentation within Zendesk and related platforms Follow established customer support procedures, compliance standards, and service level expectations Quality & Continuous Improvement Contribute to maintaining strong response times and service standards, especially during peak periods Provide clear, accurate, and timely feedback in cross-functional team meetings Champion a customer-first mindset and help drive Guns.com’s mission of delivering the best online firearms marketplace experience. Required Experience/Skills: Demonstrated ability to independently resolve complex, multi-step customer issues with strong judgment Excellent written communication skills — clear, professional, and empathetic across digital channels Active listening skills with the ability to de-escalate tense situations and find win-win resolutions Strong conflict resolution and negotiation skills in high-pressure or high-stakes situations Proficiency in MS Office Suite and common business software applications Keyboarding ability of at least 40 WPM with high accuracy Exceptional ability to organize and prioritize a high-volume workload in a deadline-driven environment Consistent availability for the required shift Preferred Experience: 3+ years of customer service experience, preferably in a contact center or e-commerce environment Experience with e-commerce platforms, order management systems, and fulfillment workflows Proficiency in Zendesk or comparable customer service platform Background in fraud prevention, dispute resolution, or chargeback management Familiarity with customer service contact center technologies and quality assurance processes Firearms industry knowledge, interest, and/or experience is a significant plus Experience acting as a team lead, trainer, or subject matter expert in a customer service setting Why should you consider joining the Guns.com team? Guns.com offers competitive wages commensurate with skills and experience and a comprehensive benefits package including: Medical and dental insurance Life insurance Short- and long-term disability Flexible spending accounts Paid time off accrued monthly with annual rollover hours Paid holidays Employee discount Guns.com is grounded in a collaborative and supportive team-based culture, with a business casual work environment. Our Customer Service Team work in our state-of-the-art Support Center in Burnsville, MN, featuring a full kitchen and break area — with all the gourmet coffee you can drink. *If you are a seasoned customer service professional who thrives on solving complex problems, takes ownership of outcomes, and wants to be part of a fast-growing company in a unique industry — we want to hear from you.* Job Type: Full-time – In Person Rate of Pay: $19.00 - $23.00 per hour Work Location: Burnsville, MN - in person from 8am – 4:30pm Monday – Friday Job Type: Full-time Pay: $19.00 - $23.00 per hour Benefits: 401(k) Dental insurance Health insurance On-the-job training Paid time off Vision insurance Shift: 8 hour shift Day shift Work Location: In person #J-18808-Ljbffr