Critical Incident Response Specialist

Why Consider This Job Opportunity

This position offers a starting rate of $22.00/hour with shift premiums available based on days and hours worked, bonus eligibility via company incentive plan, 23 days of Personal Time Off, 8 company holidays, and an additional paid day of volunteer service annually. The role includes robust insurance coverage options including Medical, Dental, Vision, HSA, FSA, Life, STD, LTD, and Pet Insurance. You have the opportunity to work hybrid, in-office, or remotely based on location, and join a company recognized as one of Newsweek's Top 100 America's Most Loved Workplaces in 2023 and 2024.

What To Expect (Job Responsibilities)

• Provide immediate member support over the phone during lawful self-defense incidents.
• Advocate for members and guide them through complex situations.
• Prepare incident reports and maintain detailed records of member interactions.
• Collaborate with internal and external stakeholders to resolve issues.
• Engage effectively with attorneys to ensure clear communication.

What Is Required (Qualifications)

• High School diploma or equivalent.
• Prior work history in customer service and/or sales with sensitive information.
• Typing proficiency of at least 40 words per minute.
• Strong empathetic listening skills and ability to remain calm under pressure.
• Attention to detail in a fast-paced environment.

How To Stand Out (Preferred Qualifications)

• Experience managing complex, confidential, and sensitive phone information.
• Proficiency with G-Suite, Microsoft Office, Salesforce, and web-based platforms.
• Ability to resolve challenges efficiently under high-pressure conditions.
• Experience working both independently and within a team.

Key skills/competency

• Customer Service
• Incident Management
• Report Preparation
• Stakeholder Collaboration
• Communication
• Empathy
• Attention to Detail
• G-Suite
• Salesforce
• Microsoft Office