Job Summary:

The Customer Experience Agent performs the pivotal role of addressing and troubleshooting customer issues and complaints. This will require the agent to possibly create, support, and troubleshoot orders while providing professional service to all inquiries and complaints. 

Knowledge in AR assembly and troubleshooting required for this job position.

Reports to the C.E. Manager.

About us:

Davidson Defense us a firearm industry giant with a growing team that is looking for fast paced, hard working team members. We are an e-commerce business that primarily sells AR-15 and Glock parts.

We are one of the largest singularly owned firearm companies in the U.S. looking to maintain and uphold our core values. Our teams range from warehouse, customer service, marketing to gunsmithing. All with an option to build your spot within our team in roles that have opportunities to advance.

Our key leaders have all started off as entry level people and we are always looking for our next key staff member. If you embody hard work, ethics, loyalty, honesty and integrity this is the place for you.

Our company is proud to put forward that we are debt free and have been a profitable operation for the last decade. Our dedication to maintaining our company's success will provide a continued avenue of job security and safety in these stressful times.

Why join us?

• Career Growth: Start in an entry level position and work your way up. We promote within.
• Job Security: With over a decade of profitable operations, we offer stability in a dynamic industry.
• Benefits: After 60 days you'll have access to dental and vision, 90 days medical, wellness program and Employee Purchase Program.

If you're motivated, hard working and ready to build a career with a company that values it's employees we want to hear from you!

Role Responsibilities

• Communicate with customers via telephone, email, or online chat to provide support and information on products or services.
• Collect and enter orders for new or additional products or services, including replacements, cancellations, and additions to orders.
• Field customer questions and complaints; when the issue is beyond the representative’s knowledge or access, forwards to the appropriate staff.
• Ensure that appropriate actions are taken to resolve customers problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments using ticket management software.
• Validate customer issues following appropriate steps as outlined in training procedures.
• Performs other related duties as necessary or assigned.

Required Skills/Abilities:

• Excellent computer skills including adaptability to order and inventory databases.
• Ability to multitask.
• Critical thinking and problem-solving skills.
• Able to type minimum 40 wpm.
• Able to maintain professionalism under possibly stressful circumstances.
• Great interpersonal and communication skills (verbal and written).
• Experience working in a fast-paced and continuously changing environment.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Repetitive hand motion (such as typing).
• Able to lift up to 15 pounds periodically.