Job Description

If you are passionate about the firearms industry, this position is a great opportunity for individuals seeking a customer service position. In this role, you will support customers over the phone in scheduling appointments to begin the process of registering their firearms device.

To be successful in this role, you must enjoy helping others and possess a helpful and professional attitude towards customers calling in for support. Our client is a fast-growing retailer and manufacturer and the service you provide plays an important role in their continued growth.    

As a Customer Service Submission Specialist, you will be responsible for ensuring the accuracy and completeness of customer paperwork prior to submission. Your role is critical in validating customer information and providing a seamless experience by reviewing and resolving documentation issues with a high degree of attention to detail. 

Qualifications

• 1 year of customer service or customer support experience required
• 1 year of previous call center or office background experience required
• Technical savvy (can toggle between multiple programs and dual monitors)
• Previous remote work from home experience a plus
• Quick learner and able to work independently
• Type 35 words per minute accurately
• Strong phone and verbal communication skills along with active listening
• A background check applicable with state and federal laws is required
• Excellent attention to detail and accuracy. 
• Strong interpersonal and communication skills. 
• Effective time-management skills. 
• Ability to handle demanding customers while remaining calm and professional. 
• Demonstrated ability to deliver world-class customer service consistently. 
• Contributes to team efforts by achieving related results as needed. 
• Must be able to work independently in a remote work environment. 
• Proficiency with screen-sharing software and general office technology. 

Responsibilities

• Customer Interaction:  
• Conduct outbound calls to customers at their scheduled appointment times. 
• Validate and review paperwork with customers using screen-sharing software. 
• Submit accurate paperwork for further review. 
• Record Maintenance:  
• Update and maintain customer account information as needed. 
• Ensure all records are current and accurate. 
• Problem Resolution:  
• Identify and resolve document issues by validating information. 
• Determine the root cause of problems and provide appropriate solutions. 
• Expedite corrections or adjustments, as necessary. 
• Rebook appointments if needed to address document issues. 
• Multitasking:  
  • Efficiently manage multiple tasks such as typing, data validation, and customer interaction simultaneously. 
• Reliability:  
  • Maintain a dependable schedule for customer appointments. 
  • Ensure prompt and reliable service to all customers. 
  • Identify customers' needs, clarify information, research and provide solutions and/or alternatives
  • Access company and client resources provided to accurately handle the call
  • Be able to navigate on-line efficiently
  • Skillfully change from one task to another without loss of efficiency or composure
  • Be available at your desk, maintaining punctuality and attendance at all scheduled times
  • Remain positive and professional in all customer interactions
  • Flexibility to cross train as requested

Pay & Benefits

• Starting pay - $14.50/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance 
• Work hours - Set Shift 9:30am-6:00pm (EST) Work Days - Mon-Fri 
• Paid Training - 1 week in length from 9:00am-6:00pm Mon-Fri (EST)
• Status - Full Time 40 hours

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.   Click here to read the full description.

NOT YOUR ORDINARY CALL CENTERᵀᴹ

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