FFL Brands

Customer Support

• Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment.
• Efficiently manage all communication and scheduling for our network of contracted field technicians.
• Complete technician invoicing within one business day of receipt, and meticulously process warranty and manufacturer billing according to defined schedules.
• Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution.
• Provide initial department-level training and mentorship for new team members, championing department best practices.
• Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction.

Customer Service Lead

Account Executive

• Engage & Guide Customers: Respond promptly and warmly to inquiries via chat, phone, and email, providing a premium, human experience.
• Master Follow-Up: Maintain detailed CRM notes, proactively engage leads, and reconnect with past customers for referrals and upgrades.
• Brand Representation & Expertise: Work two days per week from a Colorado retail location and occasionally travel to trade shows to demonstrate products.
• Collaborate: Partner with sales, marketing, customer service, and operations to ensure a seamless customer journey.

Sales Representative – Live Chat, Phone Sales

• Effectively manage inbound end-user and dealer support requests
• Troubleshoot product and component issues
• Maintain detailed notes regarding all service activities in CRM
• Consistently create accurate and detailed work orders
• Act as an ambassador for FFL Brands and the products it sells

Customer Service Lead

Sales Representative – Live Chat, Phone Sales

Customer Service Specialist - Warranty Services - Hybrid