Customer Service Representative

Job Description

Job Description

Role Purpose
The Customer Service Representative (CSR) serves as a key point of contact for Wilson
Combat retail customers, providing accurate, courteous, and timely assistance across all
communication channels. This role focuses on product knowledge, issue resolution, and
customer support ensuring every interaction reflects Wilson Combat's commitment to quality,
craftsmanship, and integrity.
Primary Responsibilities
Customer Support & Communication
● Respond to inbound customer inquiries by phone, email, and online messaging in a
prompt, professional manner.
● Provide accurate information regarding product specifications, availability, warranty
policies, and service procedures.
● Assist customers in navigating company resources and direct them to appropriate
departments when necessary (e.g., Sales, Shipping, or Warranty).
● Maintain professionalism and composure when handling sensitive or high-stress
situations.
Warranty, Service, & Technical Support
● Guide customers through the product service, warranty, and repair request processes.
● Work collaboratively with the warranty and gunsmithing teams to ensure timely
resolution of service requests.
● Track service cases and communicate progress updates to customers clearly and
proactively.
● Document all service interactions accurately within the company's customer
management system.

Internal Collaboration & Process Support
● Coordinate with internal departments to ensure consistent and accurate customer
communication.
● Identify recurring customer issues or questions and communicate insights to
management for process improvement.
● Support the development of reference materials and FAQs to enhance future customer
interactions.
● Contribute to a positive team environment that values accuracy, accountability, and
shared success.
Brand Representation
● Represent Wilson Combat with professionalism, integrity, and respect in all
communications.
● Uphold company values of quality, precision, dependability, and customer trust.
● Maintain a deep understanding of the company's history, products, and service
standards to provide informed support.
Desired Skills and Experience
● Exceptional written and verbal communication skills with a polished, professional tone.
● Strong problem-solving abilities with a focus on efficiency, accuracy, and customer
satisfaction.
● Proven ability to manage multiple priorities in a fast-paced environment.
● Experience with CRM or ERP systems (NetSuite experience a plus).
● Familiarity with firearms and related terminology preferred but not required.
● Strong sense of accountability, follow-through, and teamwork.
Candidate Profile
The ideal candidate for this position is a professional communicator and problem-solver who
takes pride in helping others and ensuring accuracy in every task. They thrive in a structured,
fast-paced environment, remain composed under pressure, and bring a genuine sense of care
to each customer interaction. This person values teamwork, consistency, and attention to
detail-and approaches every day with the mindset of supporting Wilson Combat's reputation
for uncompromising quality and service excellence