Customer Support Representative I

Summary: Rock Island Auction Company (RIAC), the #1 firearms auction house in the world, is searching for a full-time Customer Support Representative in Rock Island, Illinois. The role involves delivering world-class customer service as the first point-of-contact for buyers and collectors, requiring strong communication skills and meticulous attention to detail. Responsibilities: - 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 Required Qualifications: - 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) - High school diploma, GED, or equivalent required Preferred Qualifications: - 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 Required Skills: Firearm safety, ATF regulatory compliance, Auction industry knowledge, Microsoft Outlook, Microsoft Word, Microsoft Excel, Office machinery operation, FOID card Benefits: Weekly pay, Paid time off and holidays, Comprehensive benefits package, including health, dental, and vision coverage, 401(k) with company match, Opportunities for upward mobility