Critical Response Team Specialist - Remote, Hybrid, & HQ Options
: Job Details :

Job Category: ComplianceRequisition Number: CRITI001724 West Bend, WI 53095, USAJob Details Description

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 safeguards life, freedom, and finances for responsible American gun owners. Learn more about the USCCA at

Position Summary:

Are you someone who can instill calm and confidence when someone is under duress? Are you seeking a career with purpose, rather than just another job? This opportunity might be exactly what you're looking for.

The Critical Response Team (CRT) at Delta Defense plays a crucial role in supporting USCCA members during lawful self-defense incidents and stands ready to assist at any moment.

As a CRT Specialist, you'll be the vital link for members after they make their initial call to 9-1-1. Your role is to guide them through the unexpected fog and challenges of a self-defense situation, ensuring they receive the crucial support they need.

This rewarding career opportunity puts you in a position to provide immediate, calm, and effective guidance, ensuring our members feel supported and secure. Knowing that your efforts provide peace of mind and security to members during their time of need can be incredibly fulfilling.

Elevate your professional journey by joining a company that values teamwork, personal development and offers opportunities to enhance your crisis management skills.

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 benefits outlined in USCCA 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.

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.
• 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!

• 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!

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.

Training for this role lasts approximately 6 weeks, and requires 1 week of in-person training on-site at our company headquarters in West Bend, WI. Out of state travel expenses for this training will be paid for 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.

Anticipated application close: 01/17/2024

If you are a Colorado resident, please email us at to receive complete benefits information. Please include the job title in the subject line of the email.

Benefits information can be reviewed at:

PM19

December 5, 2024

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