Customer Service Representative I

  • Department:
    Customer Service
  • Reports to:
    Customer Service Supervisor
  • Role & Level:
    Associate 1
  • FLSA Status:
    Non-exempt

WORK OBJECTIVE

Performs intermediate level customer service work for Taurus Holdings, Inc. Work is performed under general supervision with limited latitude. Position exercises some judgment in accordance with well-defined policies, procedures, and techniques.

EXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

  • Communicates with internal and external customers via telephone or ticket to complete various requests
  • Sends shipping labels to customers and create part and accessory orders
  • Pre-logs firearms coming in for repair, provide updates on repair and replacement status
  • Assists with special projects, complete follow up, and research as needed
  • Assists customers with technical support and general questions related to technical support, general questions related to firearms, ammunition, repair, parts, and accessories
  • Assists with returned goods and exchanges for parts and accessories
  • Processes payments for bench fees and special services as needed
  • Assists with outbound calls and tickets as needed
  • Contacts customers regarding firearms received with incorrect addresses, pending parts for their firearms, or to request additional information concerning repair, orders, or returned customer mail
  • Processes credit card charges and maintains records for service orders
  • Attends industry shows, as needed
  • Updates customer details and notates profiles as needed
  • Assists with special projects, complete follow up, and research as needed
  • Schedules and logs call backs
  • Creates new orders for parts and accessories
  • Requests additional information or documentation in order to complete tasks

MINIMUM QUALIFICATIONS:

High school diploma or GED; supplemented by one (1) or more years’ customer service experience; or an equivalent combination of education, certification, training, and/or experience.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures
  • Skill in the use of Microsoft Office products (Word, Outlook, Excel, and PowerPoint)
  • Ability to speak clearly and persuasively in positive or negative situations, listen and get clarification, and respond well to questions
  • Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work
  • Ability to provide service in a courteous, prompt, and efficient manner
  • Ability to communicate effectively orally and in writing
  • Ability to organize work for timely completion
  • Ability to follow oral and written instructions

PHYSICAL REQUIREMENTS:

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or work station and extended periods of time standing and/or walking.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors.

The job description does not constitute an employment agreement between Taurus Holdings, Inc. and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Taurus Holdings, Inc. is an Equal Opportunity Employer. In compliance with United States Equal Employment Opportunity guidelines and the Americans with Disabilities Act, Taurus Holdings, Inc. provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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Customer Service Representative I
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© Taurus International Manufacturing, Inc.
All Rights Reserved. Bainbridge, GA USA 229-515-8464