Customer Representative

FishUSA, Inc. (www.fishusa.com), headquartered near Erie, Pa., is a massive, industry-leading, online fishing and tackle retailer, dedicated to customer service and timely delivery of packages throughout the world. We are currently seeking full-time and part-time candidates for our Customer Service Department for our facility located in Fairview, PA, west of the City of Erie.

This dynamic position offers the opportunity to work at our Fairview, PA headquarters with our online customer base from around the world. This position will require availability from approximately 9:00 a.m. until 7:00 p.m. on Monday through Friday with a rotating schedule on Saturdays.

This position works four ten hour shifts from 8:45 am to 7:15 pm.

An excellent benefits package is available for full-time employees (after a successful probationary period) that includes health and dental insurance, paid time off, an employee discount, paid holidays, and more.

Job Responsibilities:

• Providing courteous, professional, and empathetic customer service by communicating through various channels such as email, phone, and online chat.
• Responding promptly to all customer inquiries and requests, processing new orders, and completing various forms in our internal ERP system.
• Acknowledging, resolving, and tracking all customer opportunities.
• Keeping accurate electronic records of all customer comments, interactions and transactions.
• Communicating and coordinating with other employees and departments as necessary.
• Providing feedback on the efficiency of all customer service processes to the Customer Service Supervisor or the Management Team as needed.
• Acquiring an extensive knowledge of all products and services in order to ensure customer satisfaction and professional customer support.

Required Qualifications:

• Friendly and cheerful personality with a focus on customer service.
• Proficiency on the computer.
• Excellent writing, typing, and grammar skills.
• Ability to resolve customer service issues in a prompt, courteous, and professional manner.
• Ability to stay calm in stressful situations.
• Ability to write emails that are clear, accurate, and professional.
• Ability to engage in online chat in a prompt, clear, and professional manner.
• Excellent telephone etiquette and demeanor.
• Ability to work flexible hours, including evenings and weekends.
• Ability to work on a computer up to 10 hours per shift.
• A willingness to help where needed during peak business events.
• Multi-tasking skills.
• Willingness to learn more about fishing.
• Prior customer service experience either face to face or via phone.

Preferred Qualifications:

• Knowledge of sportfishing, and a passion for fishing and the outdoors.
• Experience in a call center, or in retail customer service.

Physical Requirements

• Prolonged periods of sitting at a desk and looking at a computer screen.
• Frequent keyboarding
• Sitting, standing, stooping, crouching, kneeling, speaking, hearing in person and via telephone, near and far visual acuity, fine and gross manipulation of objects.

This position is nonexempt and will report directly to the Customer Service Manager. This position provides the opportunity to work in a growing and fast-paced eCommerce field, and will provide exposure to a wide range of functions.

All positions are subject to the terms included in the FishUSA Employee Handbook, which further explains our policies and procedures on topics such as attendance, time off, conduct at work (including dress code and personal hygiene), benefits, and more.

The information provided in this job description is intended to outline the general nature and level of work expected for this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the role.

Interested and qualified candidates should send us their resume, in Word or PDF format in response to this posting.

We are passionate about the outdoor lifestyle in general, and fishing in particular.

Ready to reel in your next career opportunity? Come grow with us and apply now!

Job Type: Full-time

At FishUSA, we believe in more than just selling fishing gear; we're about fostering a community. Our connections run deep with industry partners, ranging from tackle manufacturers and distributors to professional and amateur anglers, clubs, and various other fishing enthusiasts. We understand that our customers are not just casual anglers; they are passionate about fishing. This drives us to offer not only a wide range of products but also competitive prices, swift delivery, full product support, and unparalleled customer service.