Note: The job is a remote job and is open to candidates in USA. Bass Pro Shops is seeking a Customer Service Representative – Contact Center to deliver customer service through phone, email, and chat interactions. The role assists with product, order, account, and service-related inquiries, resolves customer concerns, supports sales opportunities, and maintains contact center performance standards.
Responsibilities
- Handles inbound customer service calls, customer support contacts, and chat support interactions while meeting established contact center service, quality, productivity, and attendance standards
- Provides customer support by responding to inquiries related to account information, order status, product questions, returns, exchanges, shipping concerns, billing issues, promotions, and other customer service matters
- Delivers first-call resolution whenever possible by utilizing contact center resources, systems, and problem-solving skills to resolve customer concerns efficiently and professionally
- Navigates multiple customer service and contact center systems simultaneously to accurately document interactions and support customer needs
- Identifies opportunities to drive sales through product recommendations, cross-selling, upselling, and promotion of Bass Pro Shops and Cabela's products and services
- Manages escalated customer service situations with empathy, professionalism, and effective conflict-resolution techniques
- Maintains knowledge of products, promotions, policies, procedures, and system updates to provide accurate customer support and service
- Participates in coaching, training, and development activities designed to improve call center performance, customer satisfaction, and career growth
- Performs all other duties as assigned
Skills
- · High School Diploma or equivalent required
- · Strong verbal and written communication skills with the ability to build rapport and provide outstanding customer service
- · Ability to effectively handle customer concerns, navigate difficult conversations, and resolve issues professionally
- · Proficiency in computer systems, Microsoft Office applications, web navigation, and customer relationship management tools
- · Ability to accurately type and manage multiple systems while assisting customers through phone, email, and chat channels
- · Strong critical-thinking, problem-solving, and decision-making skills
- · Ability to learn and retain knowledge related to Bass Pro Shops and Cabela's products, services, policies, and procedures
- · Strong problem-solving skills with the ability to resolve customer concerns and manage difficult situations professionally
- · Ability to work independently and as part of a team in a fast-paced contact center environment
- · Ability to meet established quality, productivity, schedule adherence, and customer satisfaction standards
- · Vocational/Technical Certification or Associate Degree 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 preferred
- · Experience working in a fast-paced, customer-focused environment preferred
Benefits
- Discounts on retail merchandise, Bass Pro Shops restaurants, world-class resorts and conservation attractions
- Dental benefits
- Vision benefits
- Voluntary benefits
- 401k Retirement Savings
- Paid holidays
- Paid vacation
- Bass Pro Cares Fund
- Participation in coaching, training, and development activities designed to improve call center performance, customer satisfaction, and career growth
Company Overview