TECHNICAL SERVICES REPRESENTATIVE
DEPARTMENT: 2061
REPORTS TO: Technical Service Manager
SUPERVISES: None
GRADE:
JOB #: A0762
JOB SUMMARY/OBJECTIVE:
The Technical Support Representative (TSR) serves as a subject matter expert, delivering multi-channel customer service and technical product guidance. In this role, the TSR resolves retail and firearm technical inquiries, provides firearm repair consultations, and guides customers through the selection and purchase of Beretta products. Additionally, the TSR educates owners on proper firearms care, maintenance, and provides post-purchase support.
ESSENTIAL JOB FUNCTIONS:
- Resolve multi-channel inquiries (telephone, live chat, and email) regarding products, services, and accessories, maintaining a high first-contact resolution rate.
- Guide customers through e-commerce purchasing and navigation, driving online sales and improving the overall digital shopping experience.
- Maintain strict compliance with internal company policies, standard operating procedures, and federal/state regulations governing firearm transactions.
- Provide consultation on firearms and ammunition, ensuring product selections perfectly align with customer needs while strictly following all safety and regulatory guidelines.
- Spearhead cross-functional projects as needed, supporting broader sales, marketing, and inventory initiatives to meet company objectives.
QUALIFICATIONS/ EXPERIENCE
- Experience: 1–2 years in high-volume customer-facing roles like call centers, hospitality, or retail.
- Flexibility: Availability to work weekends and overtime based on business needs.
- Technical Skills: Proficiency in data entry and Microsoft Office Suite.
- Software: Familiarity with Salesforce CRM and JD Edwards (JDE) ERP systems is highly valued.
- Education: High School Diploma or GED equivalent required.
- Industry Knowledge: Familiarity with the safe handling and basic operations of firearms is required.
PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, or reach. Work is performed in a professional group office environment.
ELIGIBILITY REQUIREMENTS
Hiring is contingent upon eligibility to work in the U.S. Beretta USA, Corp. is an EEO/AA employer and committed to creating an environment that values and supports diversity and inclusiveness across our organizations.