CAREERS

Manages the customer experience from beginning through completion, being the face of Spiritus Systems and providing excellent and timely care for all email, website, phone and in-person inquiries. 

Acts as customer support representative to any future applicable projects, such as a physical store expansion, that the company may embark on.    

Creates and manages (assigns, tracks, and closes) support tickets on behalf of customers (including returns and quality issues), coordinating with other departments and outside contacts (e.g., carrier reps) as needed to assess and make decisions on the best outcome of service. 

Evaluates daily order queues for release to Shipping (e.g., scans for large and/or fraudulent/suspicious orders, customer messages/emails), placing orders on hold and creating tickets as needed. 

Develops and maintains a full understanding of all Spiritus Systems and third-party products to aid in providing product knowledge and assistance to customers. Directs customers to online resources for troubleshooting product issues; consults with other departments for assistance as needed. 

Creates and maintains reports and documents based on customer interactions (e.g., canned response and ticket libraries, trackers, monthly QA reports). 

Communicates with directors and department managers (including Production, Shipping, Administration, Marketing, Bookkeeping and Quality Assurance) to facilitate customer interactions and outcomes. 

Suggests to management ideas and recommendations for improving customer care. 

Performs administrative, clerical, and other tasks regarding any aspect of customer support.  

Organizes and evaluates efficiency through methods that may include workflow, workstation organization, and time management.  

Fills in as back-up for the receptionist, greeting clients, visitors, and guests; determining the purpose of each person’s visit; and directing or escorting him/her to the appropriate location. Collects signed NDAs, manages the visitors’ and order pickup logs, signs out badges, etc. 

Fills in as back-up for the receptionist to answer, screen, and direct phone calls to staff; takes messages and transfers calls. 

Fills in as back-up for the receptionist to maintain security by following all Spiritus Systems safety/security policies and procedures. 

Assists in maintaining bailment and sales stash inventory. 

Coordinates customer pick-ups and acts as a resource for any questions for walk-in customers. 

May be required to work extended hours and/or weekends for customer support, especially but not limited to, the holiday retail season. 

May be required to attend trade shows and/or other company events. 

Utilizes appropriate software, such as Microsoft Dynamics, the Microsoft Office suite, and various Ecommerce platforms, for any and all of these duties.   

Perform all other duties reasonably related to the Company’s business when asked to do so by the Company’s Executive Team. 

Prior customer support and/or administrative experience.  

A working knowledge and/or background of relevant industry or modern tactical equipment and its applications. 

Effective written and verbal communicator. 

Motivated professional and independent self-starter with strong work ethic to contribute to team success and company vision.  

Ability to multi-task, prioritize, and manage time and projects effectively. 

Computer literate to include experience with Microsoft Office suite, such as Outlook, Word, Excel, PowerPoint, Teams, etc. 

Presents a professional, businesslike image to clients, visitors, customers, and the public. Acceptable personal appearance (e.g., grooming, attire, and proper maintenance of work areas) are required. 

Physical requirements may include sitting, standing, lifting up to 50 pounds, bending, and kneeling for up to and including 8 hours. 

Familiarity with E-Commerce platforms and/or CRM software, especially Microsoft Dynamics.