Oct. 26, 2022

This paid piece is sponsored by Silencer Central.

Technically, October is designated as a month to recognize great customer service.

Realistically, every day is focused on customers at Silencer Central, one of the nation’s fastest-growing companies, which is based in Sioux Falls and built around outstanding customer service.

“Every encounter with our customers is an opportunity to exceed their expectations and provide a great customer service experience,” said Andrea Pins, head of customer experience. “But it’s been especially fun this month to celebrate the team that makes it all happen.”

Silencer Central has been celebrating customer service and customer experience the entire month of October, with themed days every Friday.

Those included a team meal day, milk and cookies with a co-worker dress-alike contest, pajama day with movie trivia and team theme dress-up.

We caught up with three Silencer Central team member providing first-class service to learn more about why they do what they do.

Benjamin Williams: Customer service manager

Benjamin Williams has built a career out of helping others. At 16, his first job was as a certified nursing assistant in a nursing home.

“Caring for people and helping others was something I was drawn to then and still am today,” he said. “It gives me great personal satisfaction when I can take care of and exceed the expectations of both my employees and our customers.”

He joined Silencer Center in March.

What attracted you to your role at Silencer?

I was excited to see a growing company based in South Dakota and fill a need of helping to shape the customer experience through the growing customer service team that I lead.

What’s a typical day like for you? What does your work involve?  

A typical day for me involves meeting with supporting departments to discuss daily tasks and goals, and discovering how our teams and departments can continue to work together to provide the best experience for our customers. I work together with my team to help them learn how to best serve our customers; I also speak directly with customers about their experience to make sure they are well taken care of. We are actively hiring, and I review potential candidates interested in joining the Silencer Central customer service team.

What’s the best part about your job?  

The best part about my job is to help my team and help our customers to navigate purchasing a suppressor and making it simple!

What are your keys to delivering great service?

Delivering great service is really pretty easy. Treat your customer like you want to be treated, listen, do what you say you are going to do, and do everything with the intent that you are building a relationship, not just assisting with a transaction or a sale.

What’s it like to work at Silencer? What sets it apart from other places you’ve worked?

Silencer Central is fast-paced and growing. This means being nimble and adaptable is key. We put the customer at the forefront of what we do every day. Loving helping people is a must, and it’s not for everyone. Customers are at the core of everything we do.

What would you say to someone else considering a customer service role at Silencer?

If you enjoy problem-solving, a fast-paced work environment and helping deliver white-glove service, LET’S GO!

Dove Nissen: Customer service lead

Dove Nissen has grown her career in customer service – and said she has never enjoyed a role more than this.

“I have always enjoyed working in customer service,” she said. “There’s something about helping the customer with whatever situation it may be, whether it’s something small or big.”

She joined Silencer Central in August 2021.

What attracted you to your role at Silencer?

For me, it was wanting to know more about the suppressors.

What’s a typical day like for you? What does your work involve?

My typical day is never the same. It can be fast-paced or steady pace. I’m here to offer support to my teammates throughout the day with questions they might have in assisting with the customer.

What’s the best part about your job?

The best part of my job is the customers. I get to talk to people from all over the U.S. Another perk is the teammates I get to work with.

What are your keys to delivering great service?

My key to delivering great service is always following through with what I promise and giving my 100 percent to make sure they are happy.

What’s it like to work at Silencer? What sets it apart from other places you’ve worked?

Working here is like having a second family. We can laugh together but also take this job serious and get our work done. Silencer Central has great teams that work well together to help the customer and make sure they have a great experience.

What would you say to someone else considering a customer service role at Silencer Central?

Best place I’ve ever worked — you don’t want to miss out on a great opportunity with a fast-growing company.

Thomas Moore: Customer service associate

 Thomas Moore loves customer service.

“Getting to take care of someone and making sure they have what they need from me, in any way I can help, is a joy for me,” he said.

He joined Silencer Central in August.

What attracted you to your role at Silencer?

What attracted me to Silencer Central initially was the opportunity to travel and do shows with the company. I was then offered the in-house customer service position and thought with my experience in customer service and being in transition at the time, figured it would be a great fit for me.

What’s a typical day like for you? What does your work involve?

A typical day? Well, there really isn’t a typical day. With the growth the company is experiencing, every day is a little different. Lots of learning and adjusting. But every day, I get to take care of our customers, make them aware of the suppressor industry, along with educating them on different ATF processes.

What’s the best part about your job?

The best part of my job, hands down, is getting to work with awesome people, in every department.

What are your keys to delivering great service?

One of the best keys is to listen to understand. Then, move forward to resolve. It may take two minutes; it may take 10. But if you’ve listened to understand, you know what to do next.

What’s it like to work at Silencer? What sets it apart from other places you’ve worked?

It’s a lot of fun to work at Silencer Central. It’s also a lot of give-and-take with all that’s going on with the growth, all the moving parts and having to stay current with regulations and standards.

What would you say to someone else considering a customer service role at Silencer Central?

I would tell someone considering a customer service role with Silencer Central “Go for it.” I don’t think you’ll regret it, especially if you’re a firearm enthusiast.

Learn more

Would you like to become part of the Silencer Central team?

For a list of current openings, click here.

New customer experience leader aims to provide best-in-class customer journey