**Customer Experience Representative – Tactical Body Armor (FULLY REMOTE)** **Full-Time \| Monday to Friday \| 9:00 AM – 5:30 PM Eastern Time (USA) \| Pay in USD \+ Performance Bonuses** **About Us** RTS Tactical is a leading U.S. manufacturer of advanced body armor and tactical gear, trusted by law enforcement officers, military personnel, and first responders across the country. Our mission is to protect those who protect us. We are expanding our Customer Experience Team to support our rapid growth and continue delivering excellence to the men and women on the front lines. This is not a call center job. It’s a professional role where you will be a strategic brand representative, ensuring every customer feels valued, supported, and confident in our life-saving products. **Job Description** The Customer Experience Representative will manage customer interactions via email, chat, and phone, ensuring timely, accurate, and empathetic service. You will be responsible for assisting with order inquiries, providing product guidance, resolving issues, and maintaining a high level of professionalism and customer care. Success in this role is measured by interaction quality, response times, customer satisfaction, and your contribution to a seamless customer experience. **Key Responsibilities** * Respond to customer inquiries via phone, email, chat, and ticketing systems professionally and empathetically. * Resolve issues related to orders, shipments, product questions, and returns accurately and promptly, following company procedures. * Assist customers in selecting the right product for their needs, providing guidance with confidence and clarity. * Maintain and update customer records using CRM, ERP, or ticketing systems. * Collaborate with internal departments (Sales, Shipping, Production) to ensure customer concerns are handled quickly and effectively. * Represent the RTS Tactical brand with a focus on trust, reliability, and service excellence. * Maintain a high level of product knowledge (training provided) to deliver informed interactions. * Track performance metrics and contribute to continuous improvement initiatives. **What We’re Looking For – Requirements (Mandatory):** * Fluent or near-native English (C1 level or higher) with excellent verbal and written communication skills. * Prior experience in a customer service role (phone, chat, and email). * Strong computer skills; ability to navigate multiple systems and platforms. * Reliable high-speed internet, professional home workspace, headset, and webcam. * Highly organized, responsible, and able to follow processes accurately. * Compassionate, customer-focused mindset with a desire to help and solve problems. * Strong work ethic, self-motivation, and eagerness to learn and grow within the company. **Preferred (but not required):** * Experience with Shopify, NetSuite, or similar ERP/e-commerce platforms. * Experience using ticketing systems or helpdesk software. * Familiarity with e-commerce, logistics, or U.S. customer expectations. **Compensation and Growth** * Competitive hourly pay in **USD ($780–$1,040 per month, based on experience and performance)**. * Performance bonuses available based on service quality and customer satisfaction. * Full training with opportunities for professional growth. * Company culture focused on excellence, accountability, and purpose-driven impact. **Why Join RTS Tactical?** * Be part of a brand with a real purpose: saving lives. * Work directly with a U.S.-based team in a long-term career position. * Receive world-class training and professional development opportunities. * Grow within a company that values loyalty, performance, and personal growth. **How to Apply** Please submit: * Your resume in English. * A short voice or video recording (1–2 minutes) introducing yourself and describing your customer service experience. hr@rtstactical.com **RTS Tactical is an equal opportunity employer.** We seek dedicated individuals ready to build a long-term career and contribute to a mission that makes a difference. Job type: Full-time Application question(s): * How well can you speak English? Please specify * If you have a Linkedin, Social Media account, please post here: