Customer Service Representative

Job Description

Job Description

Role PurposeThe Customer Service Representative (CSR) serves as a key point of contact for WilsonCombat retail customers, providing accurate, courteous, and timely assistance across allcommunication channels. This role focuses on product knowledge, issue resolution, andcustomer support ensuring every interaction reflects Wilson Combat's commitment to quality,craftsmanship, and integrity.Primary ResponsibilitiesCustomer Support & Communication● Respond to inbound customer inquiries by phone, email, and online messaging in aprompt, professional manner.● Provide accurate information regarding product specifications, availability, warrantypolicies, and service procedures.● Assist customers in navigating company resources and direct them to appropriatedepartments when necessary (e.g., Sales, Shipping, or Warranty).● Maintain professionalism and composure when handling sensitive or high- stresssituations.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 timelyresolution of service requests.● Track service cases and communicate progress updates to customers clearly andproactively.● Document all service interactions accurately within the company's customermanagement system.Internal Collaboration & Process Support● Coordinate with internal departments to ensure consistent and accurate customercommunication. ● Identify recurring customer issues or questions and communicate insights tomanagement for process improvement.● Support the development of reference materials and FAQs to enhance future customerinteractions. ● Contribute to a positive team environment that values accuracy, accountability, andshared success.Brand Representation● Represent Wilson Combat with professionalism, integrity, and respect in allcommunications.● Uphold company values of quality, precision, dependability, and customer trust.● Maintain a deep understanding of the company's history, products, and servicestandards 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 customersatisfaction. ● 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 ProfileThe ideal candidate for this position is a professional communicator and problem-solver whotakes 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 careto each customer interaction. This person values teamwork, consistency, and attention todetail-and approaches every day with the mindset of supporting Wilson Combat's reputationfor uncompromising quality and service excellence