Customer Service Product Specialist I

About the position

Reporting to a Customer Service Supervisor, the Customer Service Product Specialist is someone that is passionate about the products and should communicate clearly and concisely while being understanding of our consumer's needs. Candidates also demonstrate strong technical aptitude and the ability to understand, explain and troubleshoot our products with customers. Ideally, they are familiar with the outdoor industry and are users of our products.

Responsibilities

• Providing a positive customer experience
• Responding to all customer inquiries phone, mail, and email
• Assist customers with product information, order status, and issue resolution
• Gaining a working knowledge of products from assigned brands to become a subject matter expert on specific brand products
• Maintain product related technical and service information to be distributed to the Customer Service team
• Support customers with troubleshooting, problem resolution and performance improvement recommendations
• Proactively resolve product issues
• Diagnose and troubleshoot technical issues with products, guiding customers through solutions and, when necessary, escalating more complex problems to the appropriate teams

Requirements

• Excellent communication
• Sense of urgency and results oriented
• Self-motivated and able to train and mentor others
• Team orientation
• Detail oriented with ability to successfully multitask
• Flexibility & ability to deal with continual change
• Proven experience in customer support or a related role
• High School Diploma
• Experience in a customer service-related position, having experience in a warranty/service department is a plus
• Proficient in Microsoft Suite (Outlook, Excel, Teams), Salesforce Service and Commerce Clouds
• Strong communication skills, both written and verbal

Nice-to-haves

• Post-high school education
• Passions & Interests: Outdoors, hunting, shooting, fishing and/or camping