Customer Service Representative-

Job description

At the Alamo, our Customer Service Representative (CSRs) provide superior customer service and assistance to customers in their selection of products while ensuring transactions are processed correctly and in compliance with Federal, State and Local laws.

Daily Tasks

o Arrive to shifts on time

o Appropriately represent The Alamo as one of the first staff members customer will interact with through:

o Friendly warm Alamo greetings

o Engaging friendly outgoing staff

o Focusing on the needs of the customer

o Be meticulous when it comes to details concerning paperwork or policy

o Ability to balance cash registers upon opening and closing

o Self-motivated & exceptional organizational skills

o Must be able to MULTITASK

o Ability and willingness to take direction from and work cooperatively with others

o High degree of discretion dealing with confidential information

o Ability to consult with customer, e.g. listen more than talk and ask open ended questions to learn what customer needs truly are. Build a solution, not just sell features of products

o Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

o Staying actively engaged at all times

Responsibilities

o Utilize Upsell Techniques at cash out (Do you need ammunition? Do you have a cleaning kit? Etc.)

o Learning where all serial numbers are on all firearms, on the STEEL (for most firearms)

o Learning where all calibers of cartridges are on all firearms (on the Steel, barrel)

o Learning where all model names are on each firearm

o Making SURE TO SELL THE CORRECT AMMUNITION FOR THE FIREARM (checking the firearm and the steel barrel to MAKE SURE) Repeating it at least three times to the customers, making sure it is the correct ammunition

o Learning how to search/print files from the company drive/alpha file or internet, Tax appraisers office

o Learning Point of Sale System for transactions

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o Staying busy at all times, cleaning, straightening, dusting, reorganizing, restocking, at the podium greeting customers as they walk through our doors

o Answering phones within two rings, friendly warm Alamo greetings

o Check and return voicemails in a timely manner

o Documentation of any issues with POS-Point of Sale (Axis)

o All cashiers will introduce clients to the Sales Consultants

o 3 items units per transaction per person(cleaning kits, ammo, memberships, hearing protection, apparel, hats)

o Keeping all special order, call message binders, communication binders up to date and current daily.

o Keeping the Special Order cabinet organized and up to date with call list, pickups, and call binder

o All paperwork filed in the correct binders, copies of every item needed

o Special Orders items entered in correctly with a detailed description of the item, color, leather, left hand, caliber, name, phone #, etc.

o Special Orders should have all information filled out perfectly on front and back of SO form, also where the item was ordered from (RSR, Lipsey's, etc.) Date, sales person's name and is it in the cart

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