Customer Experience/Call Center Associate

About the Role:

As a Customer Experience Representative, you'll play a key role in delivering outstanding service to our retail and online customers across the United States. You'll handle inbound and outbound customer interactions via phone and chat, providing product information, resolving inquiries, and ensuring every customer receives timely, accurate, and empathetic support. Your ability to listen, problem-solve, and create positive experiences will help build customer loyalty, strengthen our brand, and contribute to customer retention and sales growth.

This is a full-time, on-site position, Monday through Friday. Shifts are 8 hours and scheduled between 7:00 a.m. and 5:00 p.m. Pacific Time.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a call center or customer service environment, preferably within the retail industry.
• Strong verbal and written communication skills in English.
• Basic computer proficiency, including experience with chat support platforms and CRM software.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Experience with retail point-of-sale systems and inventory management software.
• Bilingual abilities, especially Spanish-English, are a plus.
• Familiarity with customer satisfaction metrics and quality assurance processes.
• Experience with Zoho is a plus
• Typing WPM 70+
• Training or certification in customer service excellence or call center operations.

Responsibilities:

• Respond promptly and professionally to customer inquiries via chat and phone, providing accurate information about products, services, and policies.
• Resolve customer complaints and issues by identifying problems, researching solutions, and following up to ensure resolution.
• Document all customer interactions thoroughly in the company’s CRM system to maintain accurate records and support continuous improvement.
• Collaborate with internal teams such as sales, logistics, and technical support to address complex customer needs and escalate issues when necessary.
• Maintain up-to-date knowledge of retail products, promotions, and company procedures to provide informed assistance and support.

Skills:

The required skills of chat support and call center expertise are essential for managing real-time customer interactions across multiple communication channels. Daily, these skills enable the candidate to efficiently handle inquiries, troubleshoot issues, and provide clear, empathetic communication that enhances the customer experience. Proficiency in chat support allows for multitasking and managing several conversations simultaneously, while call center skills ensure professionalism and composure during phone interactions. Preferred skills such as bilingual communication and familiarity with retail systems further enhance the ability to serve a broader customer demographic and resolve issues more effectively. Together, these skills contribute to maintaining high customer satisfaction and supporting the company’s retail objectives.

Join our team!

If you are results-driven and passionate about both retail excellence and airsoft, we invite you to bring your expertise and experience to our team. Join us in creating an exciting, knowledgeable, and customer-focused support where the airsoft community can thrive. Apply today and help us continue to grow the sport and our brand!