Customer Service Representative - Firearms

Description

Browning Service & Distribution Center – Arnold, Missouri

The Browning Service & Distribution Center in Arnold, Missouri, is seeking a full-time Customer Service Representative- Firearms to assist customers with firearm service, repair status, product questions, and technical firearm inquiries.

This is a customer service position focused specifically on firearms and is not an IT or computer technical support role.

The ideal candidate combines strong customer service and telephone communication skills with a working knowledge of firearms and their mechanical operation. This position requires someone who is comfortable spending a significant portion of the workday assisting customers by phone while also being able to discuss firearm function, operation, maintenance, troubleshooting, and repair-related questions.

You will serve as a primary point of contact for Browning and Winchester customers, helping with everything from checking the status of a firearm sent in for service to answering technical questions regarding firearm operation and mechanical concerns.

Product-specific training will be provided; however, candidates should have prior firearms knowledge and be comfortable discussing firearms with customers.

What You’ll Do

• Answer incoming customer phone calls regarding Browning and Winchester firearms, products, repairs, and service.
• Look up and communicate the status of firearms sent to the Service Center for inspection or repair.
• Answer customer questions regarding firearm function, operation, maintenance, parts, and mechanical issues.
• Assist customers with basic firearm troubleshooting and help determine when a firearm may need to be sent in for service.
• Clearly explain repair findings, service procedures, timelines, and next steps to customers.
• Provide firearm maintenance and product information within established company guidelines.
• Respond professionally to customer inquiries by phone, email, and future online chat support.
• Ask appropriate questions to understand a customer's firearm concern and accurately document the issue.
• Handle dissatisfied or frustrated customers professionally while working toward an appropriate resolution.
• Maintain accurate records of customer conversations, firearm concerns, service information, and follow-up activities.
• Work closely with gunsmiths, technicians, and other Service Center personnel to provide customers with accurate information.
• Continuously develop knowledge of Browning and Winchester firearms, parts, product lines, and service procedures.
• Recommend appropriate products or services based on customer needs when applicable.
• Represent the company at consumer and dealer events when required.

What We’re Looking For

We are looking for someone who is equally comfortable working with customers and talking about firearms.

The successful candidate should:

• Be comfortable answering and managing a high volume of customer phone calls throughout the workday.
• Have a working knowledge of firearms and basic firearm mechanics.
• Be able to communicate technical firearm information in a way that is clear and understandable to customers.
• Understand basic firearm terminology, operation, maintenance, and troubleshooting.
• Be able to listen to a customer's description of a firearm problem, ask appropriate questions, and help identify possible causes or next steps.
• Demonstrate excellent customer service and interpersonal skills.
• Communicate clearly, confidently, and professionally, both verbally and in writing.
• Remain patient and professional when dealing with frustrated or dissatisfied customers.
• Be comfortable researching information when an immediate answer is not available.
• Manage multiple customer issues while maintaining accurate documentation and attention to detail.
• Work effectively both independently and as part of a team.
• Be willing and able to continually expand their knowledge of Browning and Winchester firearms.

Requirements

Education & Experience

• High school diploma or equivalent required.
• Previous customer service experience strongly preferred, particularly in a phone-based, service desk, retail firearms, sporting goods, gunsmithing, or similar customer-facing environment.
• Working knowledge of firearms and firearm operation required.
• Familiarity with firearm components, terminology, maintenance, and basic mechanical functions required.
• Hunting, recreational shooting, competitive shooting, gunsmithing, firearm retail,      firearm service, military, law enforcement, or other relevant firearms experience preferred.
• Ability to discuss firearm-related technical and mechanical questions with customers in a professional manner.
• Strong computer skills and ability to learn customer service and repair tracking systems.
• Microsoft Office proficiency required.
• Oracle database experience is a plus.
• Typing proficiency required.

Firearms Knowledge

Candidates are not required to be gunsmiths; however, they should have enough firearm knowledge to comfortably communicate with customers about topics such as:

• Basic firearm operation and function
• Common firearm components and terminology
• Cleaning and routine maintenance
• Basic troubleshooting
• Feeding, extraction, ejection, cycling, and similar functional concerns
• Identifying when a firearm issue requires evaluation by a gunsmith or technician

Browning and Winchester product-specific training will be provided. This position is intended for someone who already has a foundation in firearms and can build upon that knowledge through training.