Customer Service Representative

Description

Who We Are

At Grunt Style, what you wear is more than just a necessity, it’s about attitude! We have taken the fighting American spirit and instilled it in everything we do. We provide more just than apparel, we bolster a lifestyle. We take pride in Self, Military and Country and we live our values.  We are looking for passionate, hard working individuals to join our growing company of over 400 veterans and patriots. We are Grunt Style and This We'll Defend.

Summary/Objective

The Customer Service Representative plays a critical role in delivering an exceptional customer experience by providing helpful information, answering questions, and resolving complaints. As the first point of contact for customers, this role ensures satisfaction with products and services by addressing inquiries through various communication channels. Additionally, the Customer Service Representative processes orders, makes necessary modifications, and escalates complaints when needed. This position requires the ability to thrive in a fast-paced environment and handle customer concerns with professionalism and efficiency. Additional duties may be assigned.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Handle a high volume of inbound customer interactions via phone, email, social media, SMS, and live chat.
• Assist customers by answering product and service questions and providing recommendations.
• Maintain and update customer records accurately.
• Resolve product or service issues by identifying concerns, determining the best solution, and ensuring timely resolution.
• Assist customers with processing orders, returns, and exchanges.
• Escalate complex issues to the appropriate leadership and/or department when necessary.

Competencies

• Strong customer service and problem-solving skills.
• Professional etiquette and active listening abilities.
• Ability to type a minimum of 35 WPM.
• Proficiency in Google-based tools and ability to navigate multiple programs.
• Excellent verbal and written communication skills.
• Conflict resolution and multitasking capabilities.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.

Supervisory Responsibility

• None

Work Environment

This role operates in a fast-paced office setting and requires working alongside other employees in an open environment. Standard office equipment, including computers, phones, and printers/copiers, will be used frequently. The position may involve handling stressful situations when assisting dissatisfied customers.

Physical Demands

• Prolonged periods of sitting, typing, and talking on the phone.
• Extensive computer usage for record-keeping and communication.
• Occasional standing and movement to interact with other departments.
• Ability to lift up to 35 lbs as needed.

Position Type/Expected Hours of Work

• Full-time position with working hours between 8:00 AM – 6:00 PM.
• Schedule flexibility required during peak seasons.
• Weekend availability may be required.

Travel

• No travel is expected for this position.

Required Education and Experience

• High school diploma or GED.
• Minimum of 1 year of experience in a customer service or call center environment.

This role is ideal for individuals who thrive in leadership positions, have a passion for customer service, and are committed to fostering a positive and efficient team environment. 

• Mission: To be the leader instilling Pride in SELF, in our MILITARY, and in our COUNTRY.
• Vision: Every home in America will KNOW, CELEBRATE, and DEFEND the freedoms that we have as Americans for the next generation.
• Values: MISSION first, be a TEAM, and have a great ATTITUDE to win.

EEO Statement

Grunt Style provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Grunt Style complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.