Job Description

The person filling the Customer Service Representative seat will be held accountable for receiving inbound calls and conducting out-bound calling to secure new customers or provide upgraded services to existing customers. The Customer Service Representative must be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.  This position must understand and keep current on client expectations, use of technical systems, Brand best practices, policies, procedures, industry techniques, and applicable State / Federal regulations.  The Customer Service Representative seat will be filled best by someone who can work independently yet stay engaged with team members across the organization.  The Customer Service Representative role requires natural strengths in both detail and follow-through.  The Customer Service Representative will ensure that all goals are hit or exceeded within the measured time-frame.

POSITION SUMMARY

We are looking for a detail-oriented multi-tasker to fill the Customer Service Representative role at Concealed Coalition, the nation’s leader in concealed carry training, with over 1 million students and counting.  The right candidate will have an instinctive ability to see existing opportunities to grow as well as new opportunities that have not been introduced. This dedicated individual will take ownership of his/her responsibilities and will be an intelligent and resourceful employee with excellence in accuracy, consistency, and an exemplary work ethic. The ideal individual will also be consistent in meeting or exceeding given goals and quotas. The ideal Customer Service Representative will be highly proficient at maintaining excellence in job performance and have cohesive relationships with co-workers.  The Customer Service Representative will hold critical responsibility in detailed departmental processes which have a direct impact on the company’s performance.

RESPONSIBILITIES

• Answering or making calls to clients to learn about and address their needs, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing dissatisfied clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

REQUIREMENTS

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.

ABOUT US

At Concealed Coalition, our purpose is to change the way people feel about firearms.  Every day we open minds through next-gen digital learning and extinguish fear through hands-on education experiences.

As a leader in digital marketing with a passion for firearms, Concealed Coalition has become the nationwide online authority for concealed carry permit training.  With over 1 million students, 850,000 active publication subscribers, and a customer base currently growing at over 10,000 per month, Concealed Coalition is making a massive impact in the firearms world.

Focused on delivering an emotional, entertaining, and informative hands-on concealed carry training experience, Concealed Coalition has changed the game in “on the ground” localized CCW certification.  Classroom location partnerships with national brands, our network of first-class certified trainers, and our extensive gun range alliances are fueling our growth to unprecedented levels.

We exist to inspire, extinguish fear, and bring help to people searching for solutions in the real world. Join us…

Lido Labs dba Concealed Coalition is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or any other legally protected class.