Job Description

CUSTOMER SERVICE REPRESENTATIVE

REPORTS TO: Director of Operations

STATUS: Exempt, Full-time

DEPARTMENT: Customer Service

JOB SUMMARY:

Firearms Legal Protection offers pre-paid legal service plans that provide legal defense coverage for members who legally use a weapon in self-defense or defense of others. In addition, FLP offers programs and services to educate lawful gun owners on their rights. FLP’s mission is to defend the individual rights of gun owners through its Legal Defense Program and educational curriculum. FLP is looking for an organized, diligent, and decisive person who can balance a wide range of responsibilities including member support and some marketing. The candidate must have excellent interpersonal and communication skills and have the potential and desire to grow with us.

RESPONSIBILITIES:

· Maintaining a positive, empathetic, and professional attitude toward customers at all times.

· Responding promptly to customer inquiries.

· Communicating with customers through various channels.

· Acknowledging and resolving customer complaints.

· Knowing our products inside and out so that you can answer questions.

· Processing orders, forms, applications, and requests.

· Keeping records of customer interactions, transactions, comments, and complaints using our CRM system (Salesforce)

· Communicating and coordinating with other departments (marketing, legal, accounting, etc.) as necessary.

· Providing feedback on the efficiency of the customer service process.

· Liaison between Sales Team and Corporate Office regarding supply orders, paperwork, and member fulfillment.

· Retention calls for inactive or declining payment members.

· Ensure customer satisfaction and provide professional customer support.

REQUIREMENTS:

· High level of organizational abilities and the utmost attention to detail.

· Ability to provide high level of customer experience.

· Effective in interpersonal and time management abilities.

· Highly effective verbal and written communication skills

· Ability to work closely with others.

· Must be efficient with Microsoft Office, specifically Outlook, Word, PowerPoint, Teams; Facebook, Instagram, LinkedIn, Twitter, and YouTube; & PDF Reader. Adobe Photoshop, Illustrator or Spark would be helpful.

· Desire to learn new skills, computer software, and web-based applications, CRM – Salesforce.

· Ability to work flexible hours, ie. work late occasionally, work events after work or weekends or travel if needed.

· High School Diploma (some college desirable)

· Must be able to pass a federal background check.