Job Description

Job Category: Contact Center

Requisition Number: CONTA001784

West Bend, WI 53095, USA

Job Details

Description

Stop feeling the Sunday night scaries and start loving Monday again.

Could you love your job if the company you work for had a culture that was more supportive, positive, and nurturing? Most contact centers suck; ours doesnt!

Would mission-focused teammates and inspiring leadership make you want to jump up out of bed and start your work day?

Now that we have your attention, read on.

Position Summary:

Join our dynamic team as a contact center advisor. Your curious spirit and passion for service will combine to deliver an award-winning experience to USCCA members.

Engage with members and prospects through inbound and outbound calls, building deep connections while helping them become the best protectors of themselves and their families.

In this vital role, you'll lean into curiosity to understand individual needs, educate on membership value, execute needs-based sales, and provide outstanding service.This really isn't your typical contact center jobit's a chance to make a difference every day.

Connect, inform, and assist with account updates, payments, and membership purchases in a supportive environment at one of Newsweeks Top 100 Americas Most Loved Workplaces.

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 safeguards life, freedom, and finances for responsible American gun owners. Learn more about the USCCA at

• Elevate your career with us and reap the rewards of your success!
• Starting salary $19.27 - $20.00/hour, based on experience
• Shift premium available based on days and hours worked
• Eligible for commission
• 23 Days of Personal Time Off, 8 Company Holidays, plus paid day of Volunteer Service annually
• Workplace Flexibility - Headquarters, Work-From-Home Remote, 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
• Complimentary USCCA Elite Membership & Store Discounts

Essential Duties & Responsibilities:

• Field customer, member, and prospect contacts through our digital and voice platforms to troubleshoot and resolve issues that strengthen member relationships.
• Skip the script and respond to customer inquiries with knowledgeable, respectful, and 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 solutions.
• Sell new memberships and USCCA products that meet the needs of the customer through a find needs, fill needs mindset.
• Handle and resolve customer, member, and prospect concerns with empathy and attention to detail.
• Follow up with as needed to ensure the best possible service experience.
• Save/retain members who are contemplating non-renewal of their membership.
• Meet or exceed established targets and key performance indicators for advisor efficiency, sales, retention, and voice of the customer objectives.
• 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 required. Associates degree or higher preferred.
• Prior work history in a customer service or sales role. Experience in fielding customer concerns in an omni channel environment 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.

Currently hiring for this opportunity from the following states: AL, AR, AZ, CO, GA, IA, ID, IN, KS, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WI, and WV.

Full Time positions only. Afternoon and evening shifts available. This is a 40 hour/week position with 8 hour shifts.

Now hiring for the following shifts:

Tuesday through Saturday, 1:00pm - 9:30pm CDT or Sunday through Thursday, 1:00pm - 9:30pm CDT

Why YOU should Work at Delta Defense!

• We are a fun, fast-paced, and rewarding place to work and grow!
• Nationally recognized in 2023 and 2024 as a Newsweek Top 100 Americas Most Loved Workplace.
• Top Workplaces USA award in 2022!
• Named on Inc. 5000 Fastest Growing Private Companies list 13 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!

Benefits information can be reviewed at:

Anticipated application close date: April 25, 2025

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

PM19

LI#-Remote

April 3, 2025

PI825403946f7c-26289-37322324

Delta Defense

Job Tags

Holiday work, Full time, Immediate start, Work from home, Home office, Currently hiring, Shift work, Night shift, Sunday, Saturday, Afternoon shift, Monday to Friday,

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