Customer Service Rep I

POSITION:  We work where we play! Turning pursuit into passion, AOB delivers brands that move you because our success is measured by moments that matter.

WHO WE ARE:

We are passionate about the activities we pursue to the point that those around us cannot understand. As VISIONARIES, we lay at night under the stars, wondering if there are better views somewhere else, ready to take on the next adventure before the current one is even over. Reflecting from the top of mountains, we are left with pleasant exhaustion after an intense climb, FEARLESSLY planning the next one that will be a little more challenging.

We daydream about working the land in preparation for the next hunting season, continually finding ways to improve upon the previous year's results. We transition to RELENTLESSLY chasing that ever-elusive trophy that, even when faced with failure, somehow fuels the following year's daydreams.

We set out in pursuit, INQUISITIVE about the weather, geography, and what lies around the next corner or over the next horizon to find the ideal spot. Questioning our judgment, regardless of the day's success, we watch the sun go down, as our vessels head to shore, left believing tomorrow could be better.

We go to the range intent on improving our skills, for whatever our favored discipline may be, AMBITIOUS to become the most accurate and precise.

Regardless of the activity, the outdoors calls us in COLLABORATION, to share the moments that matter, in a way that delivers satisfaction through failures and success. A never-ending battle between us and our “hobbies” that always leaves us wanting….

We want applicants in pursuit of their passions, yet grounded by an industrious attitude to prevail. Yes, we daydream about the next adventure; however, we execute with the focus of lions stalking their prey. We are fearless with our goals and relentlessly raise the bar. We set our vision on the next opportunity but stay inquisitively, asking, "What could we have done better?" We collaborate, having a value in different perspectives and walks of life, then perform ambitiously to disrupt the market and set the trend.

Are you interested in changing the world?  If so, join us!

Position Overview:

Reporting to a Brand Lane Customer Service Team Lead the CS Rep I role is the first line of contact for AOB across all channels including but not limited to phone, email, web, social and chat.  Candidates should have experience representing brands publicly, including on social media. They communicate clearly and concisely while being understand of our customer's needs. Candidates also demonstrate strong technical aptitude and the ability to understand, explain and troubleshoot our products with customers. Ideally, they are familiar with the outdoor industry and are users of our products.

 Essential Duties and Responsibilities:

    Providing a positive customer experience

    Gaining a working knowledge of products from assigned brands

    Responding to all customer inquiries (phone, mail, email, web, social and chat)

    Providing appropriate solutions, troubleshooting and alternatives including but not limited to warranty replacement, repair, and returns for customer inquiries and complaints

    Ensuring resolution and customer satisfaction in a timely manner

    Communicating clearly and concisely

    Representing our brands publicly with professionalism while following communication procedures, guidelines and policies

    Adaptability to a growing and evolving company

    Self-starter working both independently and as part of a team

    Managing web and warranty orders 

    Providing ADA assistance as need to customers browsing our websites

    Other duties as assigned.

NOTE:  This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Education and Experience:

    Any combination of education and experience provided the required skills and knowledge are possessed. 

    Typical qualifications would be equivalent to:

    Required Education:  High School Diploma *Post-high school education a plus

    Experience: Customer service related position having experience in a warranty/service department a plus

    Recommended Skill Proficiencies: Microsoft Suite (outlook, excel, teams), Salesforce Service and Commerce Clouds

    Passions & Interests: Outdoors, hunting, shooting, fishing and/or camping.

 Competencies and Skills:   

    Must exhibit a strong dedication to the mission, vision, values, and goals of the company with the ability and desire to train and guide all employees toward the attainment of company goals in a team-oriented environment.

    Working knowledge and desire to learn about outdoor products and accessories

    Excellent communication 

    Sense of urgency and results oriented

    Flexible, adaptable, intellectually curious

    Organized, attention to detail

    Self-motivated and able to manage, train and mentor others.

    Team orientation

    High integrity   

 Physical Demands:

    Regular and predictable attendance is required.

    Ability to sit for prolonged periods of time in front of a computer. 

    Ability to move about facility on regular basis to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

    Visual and hearing acuity.

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

Work Environment and Personal Protective Equipment:

    General office environment, with some exposure to plant environment, with forklift and other general hazards.

    Exposure to the outdoors, unstable ground, and some climbing.