Job description
Job Title: Customer Support Specialist
Reports To: Customer Support Manager
FLSA STATUS: Non-Exempt
ABOUT SELLMARK
Sellmark is dedicated to making "brands that sell" by producing industry-leading outdoor lifestyle products and brands. Serving more than 50 countries, including retailers in every state across the United States, Sellmark has industry-leading products, including night vision, laser sights, boresights, thermal scopes, tactical rifle scopes, red dot sights, and hunting scopes, shooting rests, and law enforcement products. Sellmark products and brands have been sold in more than 5,000 locations worldwide. Sellmark includes Sightmark, Pulsar, Firefield, Kopfjäger, BulletSafe, and INFORCE. As a growing organization that boasts a manufacturing space, recent expansion, gym, sauna, hang-out area, kitchen/bar, and a ranch located in Fairfield, Texas, Sellmark is a place that fosters an engaged community. We promote a healthy outdoor lifestyle and innovation through positive leadership, strong ethics, and unequaled hard work. Sellmark encourages self-growth through a team-oriented approach, with the utmost respect for our coworkers and customers. Whether through various outings or impromptu cornhole tournaments at lunch – at Sellmark, our culture and outdoor lifestyle are celebrated at every opportunity. A result is a place that every employee is proud to call home.
VISION
Keeping customers happy is critical to any business, and here at Sellmark, we make sure customer service is a priority. As a customer support specialist, your responsibility is to develop and maintain excellent customer relationships. You are the primary point of contact for any troubleshooting needs. You represent Sellmark brands, providing customer support to end-users across all platforms.
Sellmark prides itself on excellent customer care, and you are the heart of that. As a customer support specialist, you must be an active listener, taking the time and care to help troubleshoot any inquiries and resolve any complaints. Customer care and feedback are essential to Sellmark and its overall company growth, and customer support specialists are the key drivers.
RESPONSIBILITIES
- Act as the primary point of contact for end-users during the troubleshooting process.
- Interacts with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forward it to the assigned specialist or other appropriate staff.
- Ensures appropriate actions are taken to resolve customers' problems and concerns.
- Ability to work with virtual and face-to-face teammates to resolve end-user issues.
- Develop and maintain a high level of product knowledge across all brands and user applications.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Creates informative articles to drive end-user issues and questions to branded websites.
EDUCATION AND EXPERIENCE
An Associate's degree is preferred or a suitable combination of education and experience.
- Minimum of (2) years of industry or related experience required.
QUALIFICATIONS
- Must be proficient in Microsoft Office and standard CRMs such as Netsuite.
- Previous Zendesk platform experience preferred.
- Ability to multi-task and work in a fast-paced environment.
- Must have a high level of integrity and a strong work ethic.
- Excellent communication skills, including active listening.
- Service-oriented and able to resolve customer grievances.
- Willing to undergo and pass a background check and drug screen.
BENEFITS
- Competitive salary based on experience.
- 401k match
- Excellent Medical, Dental, and Vision Insurance.
- Generous paid vacation.
- Personal days with a generous holiday schedule
- Company expansion which includes a gym, sauna, wellness center, chiropractor, cafeteria, and event space
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