What are the responsibilities and job description for the Critical Response Team Specialist - Remote Optional position at Delta Defense, LLC?
This is NOT your typical on-call gig!!!!
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. Learn more about the USCCA at https://www.usconcealedcarry.com/
Position Summary:
The Critical Response Team (CRT) serves a specialty purpose within the USCCA. Our CRT specialists are responsible for providing member care when they are involved in lawful, self-defense incidents.
After a self-defense incident, a member’s first call should be to 9-1-1. Then, their second call will be to this emergency support team who will be their guide through the unanticipated fog of a self‑defense incident. The Delta Defense Critical Response Team is always ready to assist. Becoming a CRT Specialist is a rewarding career opportunity that puts you in a position to help members in crisis.
Specialists must appropriately manage this care with immediate, calm rapport, providing the member with effective and efficient guidance in response to a critical incident. The foundation for our guiding principles of these services and practices of the USCCA are core to the position responsibilities.
Essential Duties and Responsibilities:
- Provides immediate member support over the phone, partnering with appropriate internal and external stakeholders.
- Remains available and accessible to members via phone for the entire duration of shift.
- Provides sufficiently detailed notes to colleagues when transitioning on/off shift.
- Provides services according to the Members Benefits as stipulated in their USCCA Membership.
- The CRT process is holistic in its handling of Member situations (e.g., addressing legal, physical, emotional, financial, psychosocial, behavioral, and other needs).
- Advocates for Members involved in a lawful self-defense incident.
- Refers Members to appropriate services, answers questions, and resolves problems.
- Prepares incident reports.
- Employs patience, empathy and strong listening skills while ensuring Member needs are fulfilled in a timely and satisfactory manner.
- Communicates timely and effectively with attorneys.
- Customer Service and/or Sales.
- Reporting and record keeping.
- Other duties as assigned.
Skills/Abilities, Experience and Education Requirements:
- High School diploma or equivalent.
- Prior work history in customer service and/or sales. Experience in managing extremely complex, confidential and sensitive information by phone is a plus.
- Able to exercise discretion and maintain confidentiality and proper handling of sensitive information.
- Strong computer navigation skills and proficiency in software and internet functions. Familiarity with Microsoft Suite, Salesforce, and Google Workspace a plus.
- Maintains calm and poise under pressure. Exhibits empathy and sympathy with clarity in oral and written communication.
- Strong, empathetic listening skills and effective oral communication.
- Ability to problem solve in the moment, with strong attention to details and follow through.
- Able to work independently and part of a team to meet goals.
- Can prioritize and manage multiple projects in parallel.
- Demonstrates the Core Values of Delta Defense, LLC.
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!
This is a 12-Hour Shift position: 7:00am - 7:00pm CST or 7:00pm - 7:00am CST.
Must be available to work weekend and holiday schedule rotation.
Paid training for this role will be a combination of virtual and in-person at company headquarters in West Bend, WI during the first 4 to 7 weeks on the job.
Starting hourly wage is $19.15 per hour, based on experience. Up to $3.00/hour in premiums are provided based on days and hours worked. This role is also bonus-eligible for company incentive plan.
Anticipated application close: 05/01/2024
If you are a Colorado resident, please email us at recruiting@uscca.com to receive complete benefits information. Please include the job title in the subject line of the email.
Benefits information can be reviewed at: https://www.deltadefense.com/careers
PM19
LI#-Remote
Salary : $19
