Customer Support Representative
Rock Island Auction Company, Rock Island, IL, United States
Rock Island Auction Company
(RIAC), the #1 firearms auction house in the world, is searching for professional and reliable full-time
Customer Support Representative!
The Customer Support Representative (Level 1) is responsible for assisting customers with inquiries, transactions, and account support while providing basic administrative assistance as needed. This role requires strong communication skills, attention to detail, and a customer-focused approach in a fast-paced environment. Click here to check out RIAC's hiring video!
Essential Job Functions
Serve as the first point of contact for customers via phone, email, live chat, and in-person interactions.
Assist customers with auction registrations, bidding inquiries, including ability to input bids, assist with payments, and general account support.
Document and maintain accurate customer records, including payment and account details.
Outbound calling for up to 80% of the day for solicitation of bids and contacting clients.
Process customer invoices and post-auction follow-ups, ensuring timely payments and account updates.
Escalate complex customer concerns to the appropriate supervisor or department.
Provide basic administrative support, including data entry, document filing, and scheduling assistance.
Assist in maintaining internal records and customer databases.
Support the front desk or reception area as needed.
Ensure compliance with company policies, regulatory guidelines, and confidentiality requirements.
Participate in cross‑training for administrative functions to support business needs.
Work required auction weekends (approximately six per year).
Perform other tasks, duties, and projects as assigned.
Knowledge, Skills and Abilities
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 call centre environment and in close proximity to supervisor and team members.
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).
Education and Experience
High school diploma, GED, or equivalent required.
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.
Physical Requirements Constant sedentary work for prolonged periods up to 100% of the time with occasional moving and transporting up to 10 pounds. Must be able to constantly communicate and exchange accurate information. Must be able to detect, identify, inspect, observe, perceive and assess customer service operations. Constantly operates and uses telephone, computer and other relevant equipment and office machinery. Constantly works around firearms, bladed weaponry, and valuable collectibles.
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(RIAC), the #1 firearms auction house in the world, is searching for professional and reliable full-time
Customer Support Representative!
The Customer Support Representative (Level 1) is responsible for assisting customers with inquiries, transactions, and account support while providing basic administrative assistance as needed. This role requires strong communication skills, attention to detail, and a customer-focused approach in a fast-paced environment. Click here to check out RIAC's hiring video!
Essential Job Functions
Serve as the first point of contact for customers via phone, email, live chat, and in-person interactions.
Assist customers with auction registrations, bidding inquiries, including ability to input bids, assist with payments, and general account support.
Document and maintain accurate customer records, including payment and account details.
Outbound calling for up to 80% of the day for solicitation of bids and contacting clients.
Process customer invoices and post-auction follow-ups, ensuring timely payments and account updates.
Escalate complex customer concerns to the appropriate supervisor or department.
Provide basic administrative support, including data entry, document filing, and scheduling assistance.
Assist in maintaining internal records and customer databases.
Support the front desk or reception area as needed.
Ensure compliance with company policies, regulatory guidelines, and confidentiality requirements.
Participate in cross‑training for administrative functions to support business needs.
Work required auction weekends (approximately six per year).
Perform other tasks, duties, and projects as assigned.
Knowledge, Skills and Abilities
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 call centre environment and in close proximity to supervisor and team members.
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).
Education and Experience
High school diploma, GED, or equivalent required.
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.
Physical Requirements Constant sedentary work for prolonged periods up to 100% of the time with occasional moving and transporting up to 10 pounds. Must be able to constantly communicate and exchange accurate information. Must be able to detect, identify, inspect, observe, perceive and assess customer service operations. Constantly operates and uses telephone, computer and other relevant equipment and office machinery. Constantly works around firearms, bladed weaponry, and valuable collectibles.
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