Assistant Store Manager

Job Overview

A Customer Service Retail Assistant Manager will act as a liaison, provide product and service
information and support, and resolve any emerging problems our customer service supervisors,
leads, agents and customers might face, accurately and efficiently. The best Customer Service

Retail Assistant Managers understand and respect the firearms community’s reverence, desire,
and need for Second Amendment-related products, and are genuinely excited to advocate for
our customers and help our Customer Service Leads and Agents grow and thrive.
Customer Service Retail Assistant Managers are responsible for performing day-to day
managerial duties and on a professional level and works closely with the storefront personnel /
leads / supervisors.

This position predominantly entails the following responsibilities: assisting
and coaching Customer Service Supervisors, Leads, and Agents, answering and responding to
customer escalations, developing and facilitating training, and leading and assisting with special
projects assigned by the management team.

Customer Service Assistant Manager is a full-time position with weekday daytime/evening
shifts that can include Saturday and/or Sundays during the holiday season. Overtime may be
mandatory dependent on demand and staffing levels.

Responsibilities and Duties

• Provides support to and helps manage the storefront team and processes
• Always maintain, promote, and teach a positive, empathetic, and professional attitude
toward customers and coworkers to deliver an excellent customer service experience.
• Address product questions and is a knowledge resource for other employees
• Processes customer orders including, but not limited to, fulfilling orders, canceling
orders, adding and removing items, facilitating price matches, and adjusting prices.
• Assists customers with their accounts including, but not limited to, adding and updating contact information, facilitating customer password resets, and preparing and submitting refund or store credit requests.
• Reviews departmental and customer-related processes from a customer’s standpoint to help identify process improvements needed
• Assists in training supervisors and agents in all aspects, processes, policies of Primary Arms
• Ensures all cash handling procedures are followed including, but not limited to, counting cash drawers, transactions, deposits, and receipts
• Review and management of 4473s and tools used to process 4473s
• Maintains store cleanliness
• Maintains store displays
• Ensures supplies are stocked
• Assist in identification of and training of subject matter experts
• Assist in the development and execution of comprehensive agent training
• Perform other related duties, as needed, within the Primary Arms team

Skills and Qualifications

• Maintains a customer-focused mindset and advocates for Primary Arms customers
• Exemplary schedule adherence while ensuring all attendance policies are followed
• Employs empathic, careful, and active listening to correctly and quickly identify supervisor, agent, and customer issues
• Employs and promotes a positive, empathetic, and professional attitude toward customers and coworkers in each interaction
• Provides the most efficient and accurate solution for each employee or customer concern
• Effectively communicates with customers and coworkers in person, via phone, email, and chat
• Effectively trains and mentors supervisors, leads and agents in Primary Arms policies and procedures
• Collect, document, and address customer issues and feedback
• Strong attention to detail and maintains a high level of accuracy in all notations, communication, and documentation
• Proactively works to resolve employee, customer, and process issues
• Ability to meet deadlines and follow through on multiple tasks
• Maintains a high degree of productivity by actively assisting team members between
assigned tasks
• Completes assigned tasks while working with management to ensure all work is
completed according to established service levels
• Adheres to all Primary Arms policies and procedures
• Proficient with all technology and tools utilized by Customer Service
• Work is performed in an office environment and requires the ability to sit at a desk for
extended periods of time and operate standard office equipment and keyboards
• Must have the ability to lift and carry parcels, packages and other items, and walk short
distances

Please note that this job description is not designed to cover or contain a comprehensive listing
of activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities, and activities may change at any time with or without notice.

Applicants must be 21 years of age or older.
Primary Arms is a drug-free workplace.

Primary Arms, LLC is an equal opportunity employer and prohibits discrimination and
harassment of any kind. We are committed to providing equal employment opportunities to all
employees and applicants. We celebrate diversity and are committed to creating an inclusive
environment for all employees. All employment decisions are based on business needs, job
requirements, and individual qualifications.