Customer Support Technician I

Date Posted: November 4, 2020

Deadline: March 11, 2016

Organization: Brownells

City: Montezuma, IA

Website: View Website

Requirements:

Education, Knowledge and Experience
? AAS or similar from a state accredited gunsmith school, or the equivalent combination of education and experience
? Some broad gunsmithing knowledge as well as basic reloading experience and knowledge
? Thorough understanding of Brownells products and their usage
? Working knowledge of Brownells catalog and website
? Broad understanding of all types of firearms actions
? Desirable current/prior pursuits should also include one or more to the following:
? Precision reloading for long range events, ?F Class, 1000 yard, 3 gun, etc.
? Single stage equipment advantages and disadvantages in using this type
? Use of Progressive equipment, initial setup, number of rounds possible per hour disadvantages
? Lead bullet loading and familiarity with velocity and pressure requirements
? Proper bullet mold selection for various base styles and proper use of gas checks
? Currently an active shooter and reloader by hobby or by trade
Skills
? Strong interpersonal communication skills
? Willing to spend up to 75% of time on telephone and deliver consistently superior customer service
? Strong organizational skills and the ability to set priorities and handle multiple tasks
? Computer skills including accurate keyboarding
? Excellent customer service skills
? Writing skills
? Presentation skills
? Attention to detail
? Basic mathematical skills, including Algebra
? Using Reference Sources of written, audio, and electronic mediums
? Technical Communications with ability to use layman?s terms
Abilities and Strengths
? Ability to work on multiple projects at one time
? Ability to work effectively with frequent interruptions
? Ability to work at a desk for extended periods of time
? Ability to ask questions and apply to Brownells product base
? Ability to offer product options to customers
? Ability to work effectively in a team environment
Attributes
? Achiever
? Analytical
? Communicator
? Discipline
? Responsibility
? Learner
Physical Hazards ? Health and Safety Concerns
? General office environment
? Ergonomics

Job Description:

This position is responsible for providing quality service to Brownells customers by professionally and accurately processing customer orders and to provide technical support to Brownells? customers and employees in product selection and usage.
PRIMARY DUTIES & RESPONSIBILITIES:
Operational
Customer Communications
? Provides direct customer support via phone, chat, fax and e-mail
? Initiate customer contact at the first level while using supplied information and training to maintain high first contact resolution levels
? Advises customer on the choice and use of products, answers technical questions and assists in the sale and proper use/application of product
? Establishes and maintains relationship with frequent customers in order to help build an information network and support customer loyalty
? Attends trade functions to build and retain customer base, evaluate ?hot items? and customer interests
? Assists customers in their purchase of ammo and/or reloading equipment:
o Handles customer calls
o Answers customer questions related to product selection or usage
o Responds to customer emails and chat communications
o May attend trade functions or shooting events
Training
? Maintains proficiency in product knowledge to ensure Brownells offers the best knowledge base to our customers by:
? Attending training via classroom, web, etc.
? Reading journals, etc.
? Participating in the firearms community
? Seeking and maintaining relevant professional certifications
? Assists customers with questions related to product substitutions across all brands
? Participates in product campaigns by offering customer special values when known
? Works with Contact Center Reps, other Support Techs, Customer Service Reps, and Bookkeeping to resolve customer problems
Strategic
Brings customer advocacy perspective to product and service offerings
Leadership
Participates as a member of the Gunsmith Technical Team and skill set

Schedule:
Application Process:
http://www.brownellscareers.com