Contact Center Sales and Service Advisor – Phones – Remote, Hybrid, & HQ Options ID-1650

December 17, 2024

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)

Are you ready for a career you can BELIEVE in?

Do you have a strong belief in the 2nd Amendment?
Do you support the natural-born right to armed self-defense?
Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)?

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.

The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe.

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Elevate your career with us and reap the rewards of your success!

Starting salary $18.00/hour+, based on experience
Shift premium available based on days and hours worked
Eligible for annual company incentive plan
23 Days of Personal Time Off, 8 Company Holidays, plus paid day of Volunteer Service annually
Workplace Flexibility – Headquarters, Remote Work-from-Home, and Hybrid options
Personal Protection, Fitness, and Home Office Reimbursement Program ($500 Annually)
Robust Insurance Coverage Options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
Complimentary USCCA Elite Membership & Store Discounts

Position Summary:

Advisors provide a world-class experience for our members who reach us by phone. Be part of a team primarily responsible for receiving inbound contacts from USCCA members and prospects and for making outbound calls to welcome and serve our members. Build deep connections while helping others be the very best protectors of self and family. If you want a job that can make a true difference in someone’s life, every day, then this role is for you! Join a super fun team and excel in a role that’s at the backbone of our sales and service operations.

You will engage in real conversations that deepen trust between our members and the brand. This position educates customers on the value of membership, executes sales that meet their needs, and provides an unprecedented service experience. You will play a vital role in needs-based selling by understanding and responding to customer requirements and discussing product options that enhance their membership value.

This is not your typical call center gig.

Connect, inform, and assist with needs ranging from updating account information, processing payments, discussing and executing product and membership purchases, and member retention efforts. This is your opportunity to perform in a supportive team environment and use your unique talents to do meaningful work at one of Newsweek’s Top 100 America’s Most Loved Workplaces!

** Please watch your email for next steps after submitting your application. You will be asked to take two online assessments in order to complete the application process. We look forward to your application. **

Essential Duties & Responsibilities:

Field customer calls, troubleshoot and resolve issues, strengthen member relationships.
Respond to customer inquiries with knowledgeable, well thought out answers.
Deepen and retain member relationships through engaging conversations.
Maintain up-to-date knowledge of our products, services, and promotions.
Operate with a “find needs, fill needs” mindset. Provide solutions, offers, and information to match customer needs for product and membership needs.
Handle and resolve customer concerns with empathy and attention to detail.
Follow up with customers as needed to ensure the best possible service experience.
Save/retain customers who are contemplating non-renewal of their membership.
Meet or exceed established targets and key performance indicators.
Collaborate with your team members and help one another learn and grow.
Maintain alignment with the Core Values of Delta Defense and Mission of the USCCA in all interactions.

Required Skills/Experience:

High School diploma or equivalent. Associate’s degree or higher preferred.
Prior work history in a Customer Service or Sales role. Experience in fielding customer concerns by phone is a plus.
Required to pass and maintain Producer Property and Casualty License. Paid Training is provided for all hires.
Excellent interpersonal skills; strong written and verbal communication abilities. Able to quickly establish rapport with people.
Demonstrated ability to employ patience, empathy and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory manner.
Computer fluency; working knowledge of software applications and advanced internet functions.
Passionate about delighting customers and communicating with them through conversation.
Able to work equally as well in a team environment, in-office or remotely.
Self-defense knowledge and training, familiarity with firearms is preferred, but not necessary.
Demonstrates the Core Values of Delta Defense, LLC.

We provide 8 weeks of PAID training for this role, so you will be knowledgeable and confident when engaging with our members. Training includes new employee on-boarding, product and systems training, sales and service training and preparation for earning your Producer Property and Casualty License.

** Must be able to complete Full Time PAID Training (Monday-Friday) for the first 8 weeks upon hire. **

Training is virtual for remote employees.

Hiring for Full Time positions only. Afternoon and evening shifts available.

This position can be performed in our beautiful headquarters in West Bend, WI, hybrid schedule or remotely.

Why YOU should Work at Delta Defense!

We are a fun, fast-paced, and rewarding place to work and grow!
Nationally recognized in 2023 as a Newsweek Top 100 America’s Most Loved Workplace.
Top Workplaces USA award in 2022!
Named on Inc. 5000 “Fastest Growing Private Companies” list 12 years in a row!
Milwaukee Journal Sentinel “Top Workplace” award 7 years in a row!
Milwaukee Business Journal “Best Place to Work” award 6 years in a row!

Contact Center Sales and Service Advisor – Phones – Remote, Hybrid, & HQ Options ID-1650

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