Customer Service Representative

Pure Archery Group and its family of brands, including Bowtech, are leaders it the archery industry! Bowtech, Inc., headquartered in Eugene, Oregon, is a widely recognized archery products leader that uses innovative technology and design to manufacture and market high quality archery products in the US and Canada. Our products are sold at major sporting goods retailers as well as more than 1,000 independent dealers in the US, Canada and by select international distributors. We love teamwork and have a brand-new leadership team that started in mid-2019 that is wholly focused on building a great work environment and truly being the best archery supplier in the industry!

If you have a passion for the outdoors and our products and want to join a team of individuals striving towards innovation in the archery industry, consider applying!

Job Title: Customer Service/Warranty Support Agent

REPORTS TO: Customer Service/Warranty Manager

DEPARTMENT: Customer Service

DATE CREATED/REVISED: October 2019/March 2021

PRIMARY PURPOSE

Under the direct supervision of the Customer Service/Warranty Manager, the Customer Service/ Warranty Technical Support Agent assists customers and dealers with technical questions, orders and other product related activities. This includes all warranty and service.

MINIMUM QUALIFICATIONS AND EXPERIENCE:

EDUCATION:

● High school diploma or equivalent

KNOWLEDGE, SKILLS AND ABILITIES:

● Minimum 2 years of experience with Bowtech or archery products

● Minimum 1 year of customer service or related customer support experience required

● Must have knowledge of bow parts and bow mechanics

● Basic computer skills using Word, Excel, email, and ability to learn and use company specific software applications required

● Basic math skills required

● Demonstrated ability to work well under pressure.

● Excellent interpersonal skill set.

● Ability to provide top-notched customer service and interact with a wide variety of customers and coworker alike.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Receives and responds to phone calls and emails covering a variety of questions and requests from dealers and end consumers regarding the BOWTECH family of products.
• Partners with sales team for dealer growth and support.
• Collects detailed information categorizing requests to determine method of resolution.
• Enters details of phone call requests and inquiries into the computer system.
• Responsible for taking clear and complete notes on call details including caller information, and detailed response.
• Makes sure to accurately document time, dates, nature of call, etc.
• Exercises sound professional judgment and uses technical knowledge for the analysis of the problem in order to provide appropriate advice over the phone

• to determine the proper level of maintenance required to solve the problem
• And how to execute the maintenance

• Works with the Bowtech legal team to facilitate injury related cases.
• Processes incoming bows for service with necessary documentation and may include contacting dealers to quote repairs.
• Responds calmly, professionally and effectively in high demand situations. Remains on task and kind in stressful situations with upset/angry customers, or where multiple tasks must be completed.
• Notifies, describes, and consults with the Product/Warranty Service Manager on extraordinary or unusual customer or dealer issues.
• Takes orders and payment information from dealers.
• Works with Parts Fulfillment to prioritize orders in a timely fashion.
• Keeps equipment and work area clean and organized.
• Follows department safety rules and operating procedures

OTHER DUTIES AND RESPONSIBILITIES

Performs other duties as assigned.

INTERPERSONAL EXPECTATIONS OF ALL BOWTECH EMPLOYEES

• Demonstrates a professional, respectful and cooperative work manner towards co-workers, customers and vendors alike.
• Able to receive feedback in a positive manner
• Reliable and predictable attendance
• Takes responsibility for professional growth while at Bowtech
• Adheres to all policies/guidelines and procedures
• Follows appropriate communication processes
• Demonstrates flexible and efficient time management and the ability to prioritize workloads
• Shows initiative to meet challenges presented in the job
• Represents Bowtech in a positive and supportive manner
• Focuses on Safety in all aspects of one’s job

PHYSICAL DEMAND

A. The physical effort typically applied in this job includes (check all applicable boxes):

X Lifting X Pulling X Reaching X Manipulating X Carrying X Pushing

X Keying/typing

B. The effort reflected in the above chart is typically applied in the following work positions:

X Sitting, X Standing. X Walking, X Stooping, X Bending

WORKING CONDITIONS

A. Identify the kinds of disagreeable elements incumbent may be exposed to in the work area:

X Dust; X Dirt; X Heat; X Cold; X Fumes X Noise; X Vibration; X Water

Environment/Atmospheric Conditions:

Must be able to work in an office environment. May have minimal exposure to loud operating machinery, hot/cold temperatures, chemicals, and vapors.

ATTENDANCE

Compliance with general company standards is required.

SAFETY

Supports a safe work environment by performing all duties in accordance with Company safety policies and procedures. This includes but is not limited to: reporting all incidents and accidents; maintaining work areas in a safe manner; reporting any unsafe working conditions; providing input and assistance to reduce or eliminate workplace hazards; and actively supporting ongoing safety efforts, including recommendations of the safety committee.

The characteristics described in this job description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties that may be required for this position. Additional duties are performed by the individuals currently holding this or similar positions and additional duties may be assigned. '
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Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Plastic shield at work stations
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone

Work Location:

• One location

Work Remotely

• No

Job Type: Full-time

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• Please share why you think your past work experience qualifies you for this position

Experience:

• Computer skills: 2 years (Required)
• Microsoft Dynamics 365: 1 year (Preferred)
• Fast-paced work: 1 year (Required)
• Multi-tasking work: 1 year (Required)
• Working Independently: 1 year (Required)
• Archery: 1 year (Preferred)
• Customer service or relevant work: 2 years (Required)
• Communication skills: 2 years (Required)

Ability to Relocate:

• Eugene, OR 97402: Relocate before starting work (Required)

Work Location: In person

Salary : $17