Customer Service Representative - Contact Center

POSITION SUMMARY The Customer Service Representative – Contact Center serves as a front-line agent within the Contact Center, delivering Bass Pro Shops' legendary customer service through phone, email and chat interactions. This role is responsible for assisting customers with product, order, account, and service-related inquiries while creating positive and memorable experiences that build brand loyalty. The Customer Service Outfitter utilizes strong communication skills, critical thinking, and problem-solving abilities to provide first-contact resolution whenever possible. Responsibilities include supporting new sales opportunities, resolving post-purchase concerns, processing customer requests, and navigating multiple systems and resources to meet customer needs. Successful Outfitters demonstrate professionalism, empathy, adaptability, and a passion for helping customers while meeting established contact center performance and quality expectations. ESSENTIAL FUNCTIONS 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. EXPERIENCE / QUALIFICATIONS High School Diploma or equivalent required. 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. KNOWLEDGE, SKILLS & ABILITIES 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. TRAVEL REQUIREMENTS: N/A INDEPENDENT JUDGEMENT : Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices. PHYSICAL REQUIREMENTS: Regularly performs computer work and sits. Occasionally walks and stands. Seldom/never lifts up to 50lbs. Part Time Benefits Summary: Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions! Dental Vision Voluntary benefits 401k Retirement Savings Paid holidays Paid vacation Bass Pro Cares Fund And more! Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law. Reasonable Accommodations Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [email protected]. Bass Pro Shops