Critical Incident Response Specialist - Remote, Hybrid, & HQ Options

In an emergency, the right voice can save a life. Be a lifeline for someone on their worst day. Be that person. Join the Critical Response Team at Delta Defense! Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the United States Concealed Carry Association. The USCCA safeguards life, freedom, and finances for responsible American protectors. Learn more about the USCCA at https://www.usconcealedcarry.com/ Position Summary As a Critical Response Team Specialist, you'll be the vital link for USCCA members during lawful self-defense incidents, after they make their initial call to 9-1-1. Your role is to advocate for our members and guide them through the unexpected fog and challenges, providing immediate, calm, and effective guidance, ensuring our members feel supported and secure. You may never see or meet the people you help. But they will always remember the voice that answered the phone when they needed it most. If you seek a fulfilling role where courage sounds like compassion and heroes sound like you, apply today! Essential Duties And Responsibilities

• The Critical Response process is holistic in its handling of member situations (e.g., addressing legal, physical, emotional, financial, psychosocial, behavioral, and other needs).
• Provide immediate member support over the phone, partnering with appropriate internal and external stakeholders.
• Remain available and accessible to members via phone for the entire duration of shift.
• Deliver services in alignment with the USCCA benefits outlined in membership.
• Advocate for members involved in a lawful self-defense incident.
• Refer members to appropriate services, answer questions, and resolve problems.
• Provide sufficiently detailed notes to colleagues when transitioning on/off shift.
• Prepare incident reports and other required record keeping. Provide sufficiently detailed notes to colleagues when transitioning on/off shift.
• Employ patience, empathy and strong listening skills while ensuring member needs are fulfilled in a timely and satisfactory manner.
• Engage promptly and communicate effectively with attorneys.
• Other duties as assigned.

Skills/Abilities, Experience And Education Requirements

• High School diploma or equivalent required.
• 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.
• Must possess a typing proficiency of at least 40 words per minute. Able to log critical information with precision while actively listening and engaging in phone conversations. Additionally, proficiency in navigating G-Suite, Microsoft Office, Salesforce, and other web-based platforms.
• Strong, empathetic listening skills. Maintains calm and poise under pressure. Expresses empathy and sympathy with clarity in oral and written communication.
• Proven ability to excel in a fast-paced environment, with a strong focus on detail-oriented work and reliable follow-through on tasks.
• You need to be adept at resolving challenges efficiently, even in high-pressure situations. This requires a calm and focused approach to navigate complex issues and find effective solutions quickly.
• 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.

This is a 12-Hour Shift position: 7:00pm - 7:00am Central Time. Must be available to work weekend and holiday schedule rotation. This position allows for the ability to work hybrid, in-office, or remote based on location. Unable to accept applications from the following states: CA, HI, NJ, NY, WA. Training for this role lasts approximately 6 weeks, and requires 1 week of training on-site at company headquarters in West Bend, WI. Travel and training expense covered by the company.

• Starting rate $22.00/hour.
• Shift premium available based on days and hours worked.
• This role is also bonus-eligible for company incentive plan.

Benefits information can be reviewed and applications accepted at: https://www.deltadefense.com/careers Why YOU should Work at Delta Defense!

• 23 Days of Personal Time Off, 8 company holidays, plus paid day of volunteer service annually
• 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
• Nationally recognized in 2023 and 2024 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 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!
• We are a fun, fast-paced, and rewarding place to work and grow!

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