Contact Center Sales and Service Phone Advisor

About the position

This position is an exciting opportunity for individuals who are passionate about customer service and the mission of the U.S. Concealed Carry Association (USCCA). As a member advisor at Delta Defense, LLC, you will be part of a dynamic team that provides exceptional service to USCCA members and prospects. Your primary responsibility will be to handle inbound calls from members, as well as make outbound calls to welcome and assist them. This role is not just about answering calls; it’s about building meaningful relationships and helping members become the best protectors of themselves and their families. You will engage in real conversations that foster trust and loyalty between our members and the brand. In this role, you will educate customers on the value of their membership, execute sales that meet their needs, and provide an unparalleled service experience. You will be involved in needs-based selling, understanding customer requirements, and discussing product options that enhance their membership value. Your day-to-day tasks will include updating account information, processing payments, discussing product and membership purchases, and working on member retention efforts. This is a unique opportunity to work in a supportive team environment where your contributions can make a significant difference in the lives of our members. Delta Defense, LLC is committed to creating a fun and rewarding workplace. We offer a supportive environment that encourages personal growth, professional development, and advancement. With a starting salary of $18.27 - $20.00 per hour based on experience, along with monthly incentives and an annual company bonus, this position is designed to reward your hard work and dedication. You will also enjoy generous personal time off, company holidays, and a paid day for volunteer service annually. Additionally, we provide a personal protection, fitness, and home office reimbursement program, along with robust insurance coverage options, including medical, dental, vision, and pet insurance. Join us and elevate your career while making a true difference in the lives of others!

Responsibilities
• Field customer calls, troubleshoot and resolve issues, strengthen member relationships.
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• Respond to customer inquiries with knowledgeable, well thought out answers.
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• Deepen and retain member relationships through engaging conversations.
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• Maintain up-to-date knowledge of our products, services, and promotions.
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• Operate with a 'find needs, fill needs' mindset.
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• Provide solutions, offers, and information to match customer needs for product and membership needs.
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• Handle and resolve customer concerns with empathy and attention to detail.
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• Follow up with customers as needed to ensure the best possible service experience.
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• Save/retain customers who are contemplating non-renewal of their membership.
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• Meet or exceed established targets and key performance indicators.
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• Collaborate with your team members and help one another learn and grow.

Requirements
• Must reside in Florida to apply for this remote-work opportunity.
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• High School diploma or equivalent; Associate's degree or higher preferred.
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• Prior work history in a Customer Service or Sales role.
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• Experience in fielding customer concerns by phone is a plus.
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• Required to pass and maintain Producer Property and Casualty License.
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• Paid Training is provided for all hires.
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• Excellent interpersonal skills; strong written and verbal communication abilities.
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• Able to quickly establish rapport with people.
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• Demonstrated ability to employ patience, empathy and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory manner.
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• Computer fluency; working knowledge of software applications and advanced internet functions.
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• Passionate about delighting customers and communicating with them through conversation.
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• Able to work equally as well in a team environment, in-office or remotely.

Nice-to-haves
• Self-defense knowledge and training, familiarity with firearms is preferred, but not necessary.

Benefits
• Starting salary $18.27 - $20.00/hour based on experience.
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• Eligible for monthly incentives and annual company bonus.
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• 23 days of Personal Time Off, 8 company holidays, plus 1 paid day of volunteer service annually.
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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.

Apply Job!