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

Delta Defense • West Bend, WI

123d • $22 • Remote

About The Position

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!

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.
• 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.
• Able to work independently and part of a team to meet goals.
• Can prioritize and manage multiple projects in parallel.

Responsibilities

• 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.
• 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.

Benefits

• 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
• Shift premium available based on days and hours worked
• This role is also bonus-eligible for company incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: High school or GED