Retention Specialist - Self Defense Industry - Remote Optional
About the position As a Retention Specialist at Delta Defense, you will play a crucial role in ensuring the satisfaction and loyalty of our USCCA members. This position is designed for individuals who are passionate about the mission of the U.S. Concealed Carry Association and are committed to helping responsible Americans stay safe. Your primary responsibility will be to engage with members who are re-evaluating their membership, addressing their concerns, and demonstrating the value of the USCCA membership. This role requires a unique blend of empathy and assertiveness, as you will need to foster strong relationships with members while also being clear and professional in your communication. In this high-energy environment, you will develop and implement customer retention strategies aimed at increasing loyalty and preventing cancellations. You will handle inbound calls with confidence, offering alternative solutions to members considering cancellation. Your ability to assess member needs and follow up consistently will be key to deepening these relationships. Additionally, you will have the opportunity to coach and mentor other team members, sharing your expertise and contributing to a collaborative team atmosphere. Delta Defense is committed to providing a supportive and flexible work environment. You will have the option to work from our headquarters in West Bend, WI, or remotely, with hybrid options available. The position requires full-time commitment, with shifts available from Tuesday to Saturday or Sunday to Thursday, ensuring a balanced work-life schedule. With a starting hourly wage of $22.00 plus incentives, this role not only offers competitive pay but also a range of benefits designed to support your personal and professional growth.
Responsibilities
- Develop and implement customer retention strategies to increase loyalty and retain business.
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- Prevent cancellation of services by offering alternative solutions during inbound calls.
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- Be clear, confident, concise and professional on the phone.
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- Deepen member relationships through needs assessment.
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- Ensure consistent follow up with members as needed.
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- Coach, mentor and train other team members as needed.
Requirements
- High school diploma or equivalent required.
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- 1 year+ of retention-specific sales experience preferred.
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- Required to pass and maintain Producer Property and Casualty License.
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- Excellent communication skills with the ability to quickly establish rapport with people.
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- Strong conflict resolution skills and able to remain calm in stressful situations.
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- Relentless follow-through and ability to balance multiple priorities.
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- Possess a high level of professionalism and confidentiality.
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- Confident, competitive and dependable.
Nice-to-haves
Benefits
- 23 Days of Personal Time Off
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- 8 Company Holidays
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- Paid day of Volunteer Service annually
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- Workplace Flexibility - Headquarters, Remote Work-from-Home, and Hybrid options
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- Personal Protection, Fitness, and Home Office Reimbursement Program ($500 Annually)
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- Robust Insurance Coverage Options: Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, & Pet Insurance
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- Complimentary USCCA Elite Membership & Store Discounts
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