Customer Service Representative

If you are talented, articulate, work well in a team environment and enjoy interacting with customers, this Customer Service Representative position might be the one for you. If you want to work in a dynamic, vastly growing, fast paced and fun environment based out of Jacksonville, Florida, please apply!

About the role

As a CSR in this position, you will represent Rounded by Concealment Express and take pride in delivering an exceptional experience for our customers as it relates to all inbound and outbound product inquiries and orders. In this role, you will speak with new potential customers and existing customers via inbound calls, emails, chats, and social media channels. You will be responsible for answering questions on a large range of topics such as our products, returns and exchanges, missing packages, shipping delays, incorrect orders, etc. This is a full-time in-house position.

What you’ll do

• Main a positive, empathetic, and professional attitude during all customer interactions
• Communicate effectively with customers through various channels
• Clarify customer requests/complaints; probe for and confirm understanding of information or problem and provide appropriate information / resolution
• Confirm customer understanding of the solution and provide additional customer education as needed to prevent call backs on the same issue
• De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Look for ways we can increase revenue on order by educating customers on new or existing products we offer that may meet their needs
• Process new orders and receive payments error free in a timely manner 
• Maintain current knowledge on industry news, product lines, prices, delivery time, etc.
• Communicate and coordinate with colleagues, as necessary.

Who you are

• Availability: M-F 7:00AM – 4:00PM EST. Scheduled hours may fluctuate depending on department needs.
• Experience/Knowledge: 1-3 years of Ecommerce customer service experience. Knowledge of the firearm industry, terminology and concealed carry firearm models is preferred.

• Service: Ability to delight customers by creating a remarkable experience on interaction. Attention to detail is a must!

• Tech Savvy: Strong typing skills and proficient with internet navigation, ecommerce tools, Outlook, and Microsoft Suite.

• Communication: Amazing phone presence and ability to communicate through all mediums (verbal, listening, written). Able to keep customers fully engaged while navigating multiple systems to gain information necessary to assist the customer while being mindful of call duration.
• Receptive: Open to receive coaching feedback through regular meetings and apply learnings.

• Dexterity: Able to concentrate and sit or stand at a desk while viewing a computer screen repetitively and answering the phone for each scheduled shift. 
• You must be a Jacksonville or local Resident, 18+ years of age and be willing to submit to and pass a criminal background check.

Benefits

• Competitive hourly pay: $16.00 - $18.00 DOE.
• Paid Training
• Employee Discounts
• Health / Dental / Vision Plans
• Life and Disability Insurance
• Parental Leave
• Paid Holidays and Paid Time Off