Associate, Customer Experience

Summary Description: This position provides support to Customer accounts and inquiries. This role is service driven to support our operations for the organization and Silencer Shop Consumer Sales as needed or requested.

Position Purpose: Serves as the primary touchpoint for individual retail consumers. This role delivers knowledgeable, empathetic, and efficient support across phone, email, live chat, and support ticket channels. Key responsibilities include answering product technical questions, guiding customers through ATF NFA transfer timelines and eForms processes, assisting with order tracking, and facilitating requests. The ideal candidate combines a passion for technical customer service with a clear understanding of our industry and NFA ownership workflows.

RESPONSIBILITIES:
Protects and promotes the Silencer Shop brand at all times.

Supports our Mission, “Silencer Ownership Simplified”

Serve as a point of contact for customer inquiries via phone, email, and chats regarding, order status, and shipping.

Handle high volumes of inbound phone calls, emails, live chats, and web tickets from consumers regarding product selection, order status, shipping, and account inquiries.

Identify recurring technical issues or customer pain points and escalate them to management for continuous product and service improvement.

Perform data entry accurately to update client information and transaction records

Provide product and service information clearly, ensuring excellent customer experience

Maintain detailed documentation of customer interactions and resolutions

Utilize Microsoft Office tools to generate reports or document customer feedback

Collect logs and screenshots for escalations. Assist with incident summaries and documentation.

Assists with special projects as assigned by Management.

Assumes additional responsibilities as assigned.

Works collaboratively with others to achieve common objectives, goals and results.

Demonstrates fiscal responsibility with all Company assets.

SCOPE:
Accountable for setting own work direction toward specific objectives

May serve as advisor to staff and above

Acts on assigned work

May provide input on work activities, identifying problems and recommending solutions to assigned daily tasks

Objectives set by manager who directs employees to execute tasks or projects

REQUIREMENTS:
EDUCATION & EXPERIENCE:
High school diploma/GED equivalent or equivalent work experience

1 year of customer service experience, ideally within the firearms, shooting sports industry.

Establish and maintain an effective working relationship with management, vendors and co-workers

and foster a team environment

Level 2:
High school diploma/GED equivalent or equivalent work experience

2+ years of customer service experience, ideally within the firearms, shooting sports industry.

Establish and maintain an effective working relationship with management, vendors and co-workers,

and foster a team environment

Level 3 (Lead):
High school diploma/GED equivalent or equivalent work experience

4+ years of customer service experience, ideally within the firearms, shooting sports industry.

Experience in handling multiple administrative tasks

Establish and maintain an effective working relationship with management, vendors and co-workers,

and foster a team environment

KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge and understanding of Department’s standard operating procedures

Basic familiarity with applicable federal regulations pertaining to acquiring and disposing firearms, and maintenance of related records

Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable)

Ability to communicate well with the general public

Knowledge of office machines including facsimile, photocopier, and calculator preferred

Ability to frequently push, pull, squat, bend and reach

Ability to work in a fast-paced environment

Elementary professional knowledge and fundamental concepts, practices and procedures of a particular field of specialization in the execution of assigned duties and responsibilities

Elementary understanding of departmental structure and policies with an elementary understanding of the cross functional structure and policies of Silencer Shop.

PROFESSIONAL CERTIFICATION:
N/A

WORKING CONDITIONS/TRAVEL REQUIREMENTS:
Must be able to work the normal business hours as set by management for the team employee is assigned.

Must be able to report to work timely and work both the times of day and total hours per week required as set by management

PHYSICAL:
May be required to lift up to 35 pounds

Must be able to stand and/or sit for extended periods of time

Must be able to use computers, telephones, and office equipment