Customer Service Representative Firearms Retail

Job Description Job Description PLEASE CLICK THE LINK BELOW TO BEGIN YOUR APPLICATION PROCESS

POSITION OVERVIEW The Customer Service Representative (CSR) plays a crucial role in delivering The Armories’ industry-leading customer experience . This position is responsible for executing the full sales process while maintaining a safe, compliant, clean, and professional retail environment . CSR team members serve as the front-line experts on firearms, ammunition, accessories, and related services, ensuring each customer receives accurate information, respectful guidance, and efficient assistance.
The CSR is expected to uphold The Armories’ customer service and sales policies and foster a culture that supports responsible firearm ownership, safety, and legal compliance. This role requires strong product knowledge, problem-solving ability, strategic thinking, and the ability to perform in a fast-paced, high-accountability environment.

RESPONSIBILITIES & DUTIES
This list is an overview and not intended to serve as a complete job task list.

Customer Engagement & Sales

Greet customers professionally and assist with product education, sales inquiries, and service requests in person and over the phone.
Guide customers through the entire sales process, ensuring transparency, integrity, and exceptional service.
Recommend firearms, accessories, ammunition, suppressors, and services based on customer needs.
Execute transactions using point-of-sale systems, credit card terminals, and cash-handling processes with accuracy.
Maintain high standards of customer follow-up and satisfaction, reinforcing The Armories’ reputation for reliability and service.

Safety, Compliance & Legal Processes

Ensure safe and responsible firearm handling at all times.
Execute the legal transfer of firearms in strict compliance with all federal, state, and local regulations, including ATF Form 4473, Form 4 and background check procedures.
Assist customers with SilencerShop kiosk and Cerberus NFA processing (with supervisor oversight when required).
Identify red flags and escalate concerns regarding potentially suspicious or non-compliant purchases.

Operational Duties

Perform opening and closing procedures in accordance with the daily checklist.
Maintain cleanliness and organization across the showroom, backstock/storage, and restrooms.
Support inventory control procedures, including cycle counts and tagging.
Assist with refund/return processes under established company guidelines.

Team & Company Representation

Collaborate with teammates to meet sales targets and operational goals.
Uphold brand standards and professionalism in appearance, conduct, and communication.
Participate in ongoing training programs, product launches, compliance workshops, and brand initiatives.
Contribute to a positive, energetic work culture

QUALIFICATIONS
Required Personal Attributes

Self-starter with a positive attitude , strong work ethic, and high attention to detail.
Organized, highly detail-oriented , and able to multitask effectively in a dynamic retail environment.
Committed to delivering elite customer service and building long-term customer relationships.

Technical & Industry Skills

Basic knowledge of firearms manufacturers, importers, models, calibers, and related product lines.
Understanding of laws and company policies relating to the acquisition, transfer, sale, and ownership of firearms and ammunition.
Strong knowledge of operational best practices related to firearm handling and safety.

Minimum Competency Requirements

Basic computer navigation and ability to learn new software programs.
Certification demonstrating thorough understanding of firearm safety obtained within 14 days of hire, provided by The Armories.
Strong problem-solving and strategic thinking skills.
Experience in fast-paced work environments.
Team player capable of supporting company goals and culture.

SCHEDULE
Full-time or part time, hourly position. Work schedule is dependent on store coverage requirements, customer volume, seasonality and operational needs. Weekend availability and occasional extended hours may be required during peak periods or special events.

PAY RATE
Competitive hourly compensation based on related industry experience and performance. Eligibility for advancement opportunities based on achievement of measurable results.

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!