Customer Service Representative- 1St Shift - Remote

Customer Service Representative

*This is a remote position, but candidates must live within two hours of Epping, NH

1st Shift

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy and is named Headquartered in Newington, New Hampshire, SIG SAUER has over 3,200 employees across twelve locations in three states and is a certified Great Place to Work™. For more information about the company and product line visit: sigsauer.com.

Position Summary:
This individual must possess solid written and verbal communication skills, understand, and disseminate technical product information, be able to function in a fast-paced environment and have a genuine commitment to helping others. The position requires answering of 65+ incoming phone calls per day as well as responding to emails and coordinating efforts of several departments including Shipping, Receiving, Finance, and the Custom Shop to satisfy customer needs.

Job Duties & Responsibilities:
*Answers incoming consumer calls, e-mails and/or faxes to resolve warranty claims, Webstore issues, general inquiries, and orders for merchandise. The ability to handle 60+ calls on peak days is expected.
*Provides technical assistance and issue resolution on SIG SAUER firearms and products while creating a win/win scenario for both the customer and SIG SAUER.
*Enters warranty and order data into computer and informs customer of repair processes, pricing, and shipping date projections.
*Upsells additional accessories and services.
*Communicate daily with Finance to resolve outstanding credit card payment issues on parts, accessories, and billable services.
*Review social media forums (SIGForum, Sigtalk, etc.) to identify quality and service trends and seek to resolve with end-user and/or internal departments.
*Develop and maintain working relationships with Marketing, Finance and Shipping/Receiving personnel.
*Work closely with Custom Shop staff to ensure optimal levels of service, quality, revenue, and profitability.

Education and/or Experience:
*Associates Degree or equivalent business experience preferred.
*1-3 years Customer Service and/or Inside Tele-Sales experience.
*1-3 years Firearms product knowledge or demonstrated aptitude.
*Experience working within a Call Center environment (350+ individual contacts weekly).
*In-depth knowledge of Customer Service principles and practices.
*Proficiency with Oracle and/or Call Center Management Systems.
*Proficiency in MS Office applications.
*Comfortable handling, assembling, and shooting a wide assortment of firearm.
*Ability to type a minimum of 40 wpm.

SIG SAUER, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.