Service Center Representative
Matador Arms is seeking a dependable, detail-oriented, and customer-focused Service Center Representative to join our growing team. This position plays a critical role in supporting customers by handling product inquiries, troubleshooting issues, processing warranty claims, and coordinating repairs or returns. The ideal candidate is professional, organized, and passionate about delivering exceptional customer service while representing the values and standards of Matador Arms.
Key Responsibilities:
- Respond to customer phone calls, emails, and online inquiries in a timely and professional manner
- Assist customers with product information, technical support, troubleshooting, and general service questions
- Process warranty claims, repair requests, returns, and replacement orders accurately
- Coordinate incoming and outgoing service items with shipping and warehouse teams
- Maintain detailed and accurate customer service records within company systems
- Follow up with customers regarding repair status, service updates, and completed requests
- Work closely with production, sales, and management teams to resolve customer concerns efficiently
- Ensure all service processes comply with company policies and applicable regulations
- Maintain a positive and professional attitude while handling high-volume customer interactions
- Assist with inventory tracking, service documentation, and administrative support as needed
Qualifications:
- Previous customer service, call center, or service department experience preferred
- Strong verbal and written communication skills
- Excellent organizational skills and attention to detail
- Ability to multitask and manage priorities in a fast-paced environment
- Basic computer proficiency, including email, spreadsheets, and CRM systems
- Strong problem-solving abilities and customer-focused mindset
- Knowledge of firearms, accessories, or the firearms industry preferred but not required
- Ability to maintain confidentiality and professionalism at all times
Preferred Skills:
- Experience handling warranty claims or product service requests
- Familiarity with shipping procedures and inventory systems
- Ability to de-escalate customer concerns and provide effective resolutions
- Team-oriented attitude with a strong work ethic