Customer Service Intake Specialist

Job Title: Customer Service Specialist

Department: Boss Customer Experience Phone Center

Job Classification: Non-Exempt

Role

As a direct-to-consumer ammunition company, our customer interactions through 1:1 service channels like phone and email are critical. The specialist fulfilling this role is responsible for providing an excellent customer experience and maintaining strong, communicative relationships through inbound calls and emails. Courteously and promptly resolve customer questions, assist customers with their orders, and furnish information about products and services. Maintain current knowledge of Boss products offered and accurately record transactions.

Major Duties & Responsibilities

Weight Function

65% Provides exceptional phone call experience for customers, verifying customers,

promptly resolving customer requests or questions, identifying products that

might be beneficial to customers, and provide accurate information about Boss

product value and benefits. Manage incoming email requests/inquiries in a timely,

efficient manner.

10% Establishes and maintains professional working relations with customers, team

members and management

10% Assists with miscellaneous requests that the call center receives and other functions

within the call center

10% Accurately enters customer information and transactions along with assisting product

fulfillment as needed

5% Perform other job related duties as assigned

Knowledge and Skills

Experience: Six months to one year of similar or related experience, including time spent in preparatory positions. Customer service and data entry experience is preferred. Experience in the outdoors/hunting space is a major bonus, but not required.

Education/Certificate/Licenses: High School diploma or equivalent

Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations, and explanations with customers, direct and indirect reports and outside vendors can be of sensitive and/or highly confidential nature.Communications may involve motivating, influencing, and education and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers

Other Skills: Must have demonstrated ability to keep finances in order. Good interpersonal, Customer Service and problem-solving skills. Attention to detail. Clear and professional communication in writing in person, and on the telephone. Must be reliable and demonstrate exceptional work ethic.

ADA Requirements

Physical Requirements: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing/descending stairs in case of an emergency. Must be able to operate routine office equipment including telephone, copier, computer, and calculator. Must be able to routinely perform work on the computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work areas with loud noise.

Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of Customer Service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Acknowledgement

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

Boss Shotshells is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off
• Parental leave

Experience level:

• 1 year
• Under 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to Relocate:

• Stevensville, MI 49127: Relocate before starting work (Required)

Work Location: In person