Customer Service Representative – Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer service calls, customer support inquiries, and chat support interactions.

• Address questions regarding account details, order status, products, returns, exchanges, shipping, billing, promotions, and other customer service issues.

• Achieve first-call resolution by utilizing contact center resources, systems, and problem-solving capabilities.

• Efficiently navigate various customer service and contact center systems simultaneously.

• Accurately document interactions and assist with customer needs.

• Recognize sales opportunities through product recommendations, cross-selling, upselling, and promoting Bass Pro Shops and Cabela's products and services.

• Handle escalated customer service issues with empathy, professionalism, and conflict resolution techniques.

• Stay informed about products, promotions, policies, procedures, and system updates.

• Engage in coaching, training, and development activities.

• Carry out other assigned responsibilities.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Vocational/Technical Certification or Associate Degree is preferred.

• 0-2 years of experience in a call center, contact center, customer service, customer support, chat support, retail sales, hospitality, or a related field is preferred.

• Experience in a fast-paced, customer-oriented environment is preferred.

• Excellent verbal and written communication skills.

• Capability to effectively address customer concerns, navigate challenging conversations, and resolve issues professionally.

• Proficient in computer systems, Microsoft Office applications, web navigation, and customer relationship management tools.

• Ability to type accurately and manage multiple systems while assisting customers via phone, email, and chat channels.

• Strong critical-thinking, problem-solving, and decision-making abilities.

• Capacity to learn and retain information related to Bass Pro Shops and Cabela's products, services, policies, and procedures.

• Ability to work independently and collaboratively as part of a team in a fast-paced contact center environment.

• Capability to meet established quality, productivity, schedule adherence, and customer satisfaction standards.

🏝️ Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions.

• Dental coverage.

• Vision coverage.

• Voluntary benefits.

• 401k Retirement Savings plan.

• Paid holidays.

• Paid vacation.

• Bass Pro Cares Fund.