CUSTOMER SERVICE REPRESENTATIVE-RMA

Job Title

Customer Service Representative-RMA

Position Reports To

Director of Customer Experience

Status (Full, Part, Temp)

Full-time

Schedule/Hours Expectation

10a-6p, M-f, 40 Hours

Location:

Gunnison, UT

Position Summary

We’re looking for a support associate who thrives on providing superior service through many different channels of communication – including email, phone, chat, forums, and social media. You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers, and can dive deep into a new product to learn it inside and out. This specific position will focus on firearm repair and maintenance authorizations.

What Makes You Great For This Role
• You love talking to people on the phone and building relationships with your customers
• You're able to empathize with customers in a genuine way that lets them know you care about their concerns
• You’re a team player that can follow and lead as situations dictate
• You’re able to make decisions and solve problems
• You have the ability to explain complex issues in simple terms
• You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions
• Knowledge of firearms and the firearm industry
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• Familiarity with Zendesk
• Proficiency using Microsoft Office products (Word, Excel, PowerPoint)

Job Duties & Responsibilities
• Answer all questions related to Christensen Arms firearms and escalate when necessary
• Provide technical support to customers who are often experiencing firearm malfunction
• Educate and empower our customers to become better users of Christensen Arms firearms
• Explain RMA process to customers and process all warranty claims/repairs
• Own the RMA customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home.
• Use Zendesk to create, communication, and solve issues with the customer and internal teams
• Work with engineering and production team to minimize warranty returns
• Proactively look for solutions to problems and propose improvements if something could work better
• Proactively provide feedback to internal teams that helps to improve Christensen Arms firearms and create a better customer experience

Application Requirements
• Complete application process as required by job posting location (Online Job Board or ChristensenArms.com)
• Resume and cover letter
• Relevant pay expectation
• Work schedule match

All applicants MUST be comfortable around firearms and possess an intense passion for the outdoors. This is a deeply rooted part of the Christensen Arms culture and something that unites us all.

Christensen Arms offers a highly competitive benefits package.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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