Customer Experience Resolution Analyst

4 days ago


West Columbia, South Carolina, United States Palmetto State Armory Full time
Job Description

Palmetto State Armory is seeking a skilled and detail-oriented Customer Experience Resolution Analyst to join our team. In this role, you will be responsible for providing exceptional customer service, handling inquiries and complaints, and resolving issues in a timely and professional manner.

About the Role:

  1. Responsible for providing real-time information to customers regarding sales orders, repairs, and returns.
  2. Provide 'one-call' resolution for customers who have additional needs related to their orders, replacements, or accessories.
  3. Continually maintain working knowledge of all company products, services, and promotions and proactively seek out further training and knowledge base if needed.

Key Responsibilities:

  1. Handle customer inquiries and resolve issues in a timely and professional manner.
  2. Process customer returns by checking firearm(s) in Orchid and NetSuite.
  3. Reship customer orders if needed by following SOP for NetSuite and Orchid.

Requirements:

  • Two years of call center experience.
  • High School Diploma or equivalent.
  • Proficient experience operating a computer in several different platforms.
  • Excellent oral, written, and leadership skills.
  • Time management & organizational skills are essential.
  • Maintain confidentiality as required.

Benefits:

  • A competitive salary range of $45,000 - $65,000 per year, based on experience.
  • A comprehensive benefits package, including medical, dental, and vision insurance.
  • Generous paid time off and holidays.


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