DCF Guns, E-Commerce/Call Center Supervisor

DCF is Colorado's premier indoor shooting range, gun store, gunsmithing shop, and source for firearm training and education. We've raised the bar when it comes to outfitting customers for the shooting sports, making us truly A Higher Caliber of Service.

DCF is continuing to grow, and we are looking for a sales motivated, full-time Call Center/E-Commerce Supervisor for our newest division.  The role is base salary plus bonus', and will be based out of the PIN Business Network Office in Greenwood Village. 

If you meet these qualities and want to join a team of hard working, fun, gun-loving people, we would love to talk to you! Please apply here.  Please be sure to answer all the pre-screening questions in order to be considered. 

Call Center and E-Commerce Supervisor Job Description

We are searching for a dedicated, supportive call center supervisor to coach and motivate call center representatives as they field calls from clients and customers. The call center supervisor will coach, manage and train all call center associates, ensuring that every agent is well prepared for their calls. This supervisor will continue to support call center reps after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The Call Center Supervisor should be analytical, supportive, and prepared to act as a resource to call center reps.

A successful call center supervisor should be sales and customer service driven, and focused on helping the team build the necessary skills and knowledge so they can better support customers in the sales process. The success of the team depends on the supervisor ability to be supportive, communicative, attentive, and to lead by example.

The goal is to achieve and drive excellent performance from your team that will bring sustainable business growth and increased sales.

Call Center Supervisor Responsibilities, including but not limited to:

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring call center reps understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Manage all call center staff’s scheduling, keeping department staffed at any given time during call center hours.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support call center reps and maximize customer satisfaction.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems

E-Commerce Supervisory Responsibilities, including but not limited to:

• The supervisor oversees administration of online sales and inquiries, and assists when needed
  
• Oversee E-Commerce business unit, including managing listings on multiple platforms, processing sales, handling customer relations and inquiries.
• Work closely with internal and offsite resources to coordinate, document, test and deploy API integrations across multiple platforms.
• Work closely with marketing team to align advertising with established E-Commerce and company goals.
• Align department KPI/metrics with company-wide expectations and produce reporting (daily, monthly, as needed).  Participate in KPI meetings monthly
• Serve as company subject matter expert (SME) for all NFA processes
• Support Executive Management with company-wide operations, including recruitment, hiring, terminations, policy and regulatory adherence, day-to-day business operations and other duties as assigned

Call Center and E-Commerce Supervisor Qualifications and Requirements:

Required-

• High school diploma or equivalent required.  College degree is preferred.
• Sales experience required.
• Customer Service experience required.
• Management or Supervisory experience required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Ability to coach, train, and motivate employees and evaluate their performance.
  
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Highly organized with attention to detail, and ability to recognize discrepancies and inefficiencies.
• Results driven.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Preferred-

• Firearms and/or FFL business experience preferred.
• E-Commerce experience preferred.
• Call Center experience preferred.
• Monday software experience preferred.
• Experience with the following applications are highly preferred: Axis, Gearfire, Silencer Shop, Gunbroker, Guns.com, ATF eForms, Rangeworks, Firearms Distributor sites.