**Experienced Contact Center Service & Sales Advisor – Remote, Hybrid, & HQ Options – February 2025 Hiring**

About Us

Delta Defense, LLC is a private company that provides Marketing, Operations, and Customer Service for the U.S. Concealed Carry Association (USCCA). Our mission is to safeguard life, freedom, and finances for responsible American gun owners. We are a fun, fast-paced, and rewarding place to work and grow, with a culture that is supportive, positive, and nurturing. Our team is passionate about delighting customers and communicating with them through conversation.

Job Summary

We are seeking an experienced Contact Center Service & Sales Advisor to join our team in a remote, hybrid, or HQ environment. As a key member of our team, you will be responsible for fielding customer, member, and prospect contacts through our digital and voice platforms to troubleshoot and resolve issues that strengthen member relationships. You will also be responsible for selling new memberships and USCCA products that meet the needs of the customer through a "find needs, fill needs" mindset.

About the Role

This is a full-time position with afternoon and evening shifts available. We offer a competitive salary, shift premium, and eligibility for monthly incentives and annual company bonus. You will also have access to a comprehensive benefits package, including medical, dental, vision, HSA, FSA, life, STD, LTD, and pet insurance. Additionally, you will receive a complimentary USCCA Elite Membership and store discounts.

Key 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

We are looking for a highly motivated and experienced individual with a strong background in customer service or sales. The ideal candidate will have:

• A high school diploma or equivalent required. Associate's 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.

Training and Development

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. Training is virtual for remote employees.

Why Work at Delta Defense?

We are a fun, fast-paced, and rewarding place to work and grow. We are nationally recognized as a Newsweek Top 100 America's Most Loved Workplace and a Top Workplace USA award winner. We have been named on Inc. 5000 "Fastest Growing Private Companies" list 13 years in a row and have received the Milwaukee Journal Sentinel "Top Workplace" award 7 years in a row and the Milwaukee Business Journal "Best Place to Work" award 6 years in a row.

Benefits

We offer a comprehensive benefits package, including:

• Medical, dental, vision, HSA, FSA, life, STD, LTD, and pet insurance.
• Complimentary USCCA Elite Membership and store discounts.
• 23 Days of Personal Time Off, 8 Company Holidays, plus paid day of Volunteer Service annually.
• Shift premium available based on days and hours worked.
• Eligibility for monthly incentives and annual company bonus.
• Personal Protection, Fitness, and Home Office Reimbursement Program ($500 Annually).

How to Apply

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our website. We look forward to reviewing your application.