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Firearms Customer Support Representative

Rock Island Auction Company (RIAC), the #1 firearms auction house in the world, is searching for full-time Customer Support Representative in Rock Island, Illinois! Deliver world-class customer service as the first point-of-contact for buyers, collectors, and gun enthusiasts across the globe! Be the communication champion with prompt follow-up, meticulous attention to detail, analytical thinking, and sound decision-making.

This non-exempt, full-time position is 100% on-site with a starting rate of $20.00/hour. Standard hours of operations are Monday through Friday, 8:00 a.m. – 5:00 p.m. CST with overtime and weekend hours, as needed.

What does world-class customer service look like?

• It’s all about relationships! Build and maintain long-lasting relationships with buyers and collectors.
• Keep meticulous records of all customer interactions to meet (or EXCEED!) company standards for confidentiality, quality, compliance, productivity, efficiency, and client expectations.
• Unite as a team while empowering co-workers to meet targets and goals.
• Engage in active listening and problem solving with customers to answer questions, resolve issues, address concerns, and if necessary, escalate to the next level.

Why work for Rock Island Auction Company?

• Weekly pay
• Paid time off and holidays
• Comprehensive benefits package, including health, dental, and vision coverage
• 401(k) with company match
• See some of the most rare and unusual firearms, military and historic collectibles in the world
• Opportunities for upward mobility

Qualified candidates meet the following requirements:

• Ability and willingness to learn, understand, and follow all company rules for firearm safety and general safety.
• Ability and willingness to learn, understand, and follow ATF and other regulatory compliance, and maintain such compliance.
• Knowledge, skill, and ability to learn and understand industry vernacular and any key aspects or significance associated with auction items as well as auction process.
• Effective communication skills including active listening with knowledge and ability to resolve customer issues/problems while maintaining composure and professionalism, following internal processes/procedures, and meeting internal quality standards.
• Ability to understand the importance for using discretion and maintaining confidentiality while working with sensitive information and data, and skill to demonstrate such.
• Knowledge, skill, and ability to build or improve peer-to-peer relationships.
• Excellent organizational and time management skills in order to balance competing priorities and successfully meet deadlines.
• Ability to work in a high-volume calling environment in close proximity to supervisor and team members.
• Intermediate proficiency using Microsoft Office (Outlook, Word, Excel).
• Ability to use and operate office machinery and other relevant equipment, such as telephone, computer, copier, and scanner.
• Knowledge and ability to perform basic math skills.
• Excellent written and oral communication skills to liaise with internal and external stakeholders with the highest degree of professionalism.
• Ability to obtain and maintain active FOID card (Illinois residents only).

Education and Experience

• High school diploma, GED, or equivalent required.
• Associate degree in a related field preferred.
• 1+ years of experience in customer service, administrative support, or a related role.
• Experience in auction services, retail, or high-volume customer interaction environments is a plus.

Physical Requirements

Constant sedentary work for prolonged periods up to 100% of the time with occasional moving and transporting up to 10 pounds. Must be able to constantly communicate and exchange accurate information. Must be able to detect, identify, inspect, observe, perceive and assess customer service operations. Constantly operates and uses telephone, computer and other relevant equipment and office machinery. Constantly works around firearms, bladed weaponry, and valuable collectibles.