Customer Service Representative - Contact Center

Bass Pro Shops is seeking a Customer Service Representative – Contact Center to provide front-line customer support through phone, email, and chat. The role handles product, order, account, and service inquiries, resolves customer concerns, supports sales opportunities, and maintains contact center performance and quality 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

Requirements:

• High School Diploma or equivalent
• 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
• Vocational/Technical Certification or Associate Degree
• 0-2 years of experience in a call center, contact center, customer service, customer support, chat support, retail sales, hospitality, or a related field
• Experience working in a fast-paced, customer-focused environment