Customer Care Agent (Remote in Fort Wayne, IN)

Midwest Shooting Center? (www.midwestshootingcenter.com) is the premier indoor shooting range and retail brand in the firearms industry. Boasting 8 locations either open or under development, Midwest Shooting Center? is a brand that consumers are flocking to for retail product, firearms training, and community. Driven by our core values of team work, adaptability, and ownership; the culture at Midwest Shooting Center is unique and drives best-in-class employee retention through transparency, excellent employee/employer relationships, and shared mission. The path that Midwest Shooting Center is on is a special one, and we believe in growing the business together with our employees is non-negotiable. We are currently seeking talented individuals to grow with us as we continue to aggressively grow our brand.

Job Title: Customer Care Agent

Job Location: Remote in Fort Wayne, IN.
? fully remote position with limited travel requirements for in-person meetings and special events. Approximate 10 travel days per year.

Overview:

As a Customer Care Agent at Midwest Shooting Center, you will play a critical role in driving the success of our membership and training programs. Your primary focus will be managing all prospect interactions within our CRM, conducting high-volume outbound calls, and booking appointments that align with our sales objectives. By delivering exceptional customer service and maintaining a results-driven approach, you will ensure a seamless and efficient process that supports the growth of our business. Your expertise in lead management, communication, and appointment setting will be key to achieving financial goals and enhancing customer engagement.

Key Responsibilities:

Outbound Call Execution: Conduct high-volume outbound calls following the Midwest Shooting Center sales process. Engage prospects with professionalism and enthusiasm, providing exceptional customer service while promoting the value of membership and training appointments
? CRM Management: Maintain and optimize the CRM to ensure all leads are tracked, organized, and prioritized effectively. Regularly update records and leverage CRM analytics to identify opportunities and improve outreach strategies.
? Appointment Booking: Book high-quality appointments to support critical drivers of the business, including membership and training appointments. Collaborate closely with the team at large to ensure appointments are aligned with sales objectives and customer needs.
? Lead Nurturing: Manage and nurture leads to maximize conversion rates. Implement consistent follow-up practices to re-engage prospects and keep the sales pipeline healthy.
? Collaboration and Communication: Work closely with the Sales & Marketing team to align strategies, share feedback, and improve processes. Provide detailed notes to ensure a seamless handoff of booked appointments.
? Customer Engagement: Build trust and rapport with prospects, positioning Midwest Shooting Center as a trusted and approachable resource for their needs.

Performance Outcomes:
? Minimum of 600 calls weekly.
? Minimum of 60 appointments weekly, with at least 50% of those appointments being Skills Assessments to support our training department.
? Minimum of 40 hours weekly with availability as early as 9am and as late as 6pm Monday-Friday

Competencies Required:
? Strong commitment to meeting and exceeding call and appointment-setting targets through disciplined and strategic outreach efforts.
? Exceptional verbal and written communication skills, with the ability to build rapport quickly and tailor messaging to diverse audiences.
? Focused understanding of customer needs, addressing concerns, and delivering outstanding service to create positive experiences and build long-term relationships.
? Ability to work independently in a remote environment.
? Ability to prioritize tasks effectively in a fast-paced environment, ensuring timely follow-ups and maximized productivity.
? Demonstrated expertise in managing and optimizing CRM platforms to organize leads, track interactions, and generate actionable insights.
? Adept at identifying challenges and implementing creative solutions to overcome obstacles and drive results.
? Capable of maintaining motivation and professionalism in the face of rejection, with a willingness to adjust strategies to achieve objectives.

Reporting Structure:

You will report directly to the Membership Director, who will provide regular guidance on strategic initiatives and performance reviews.

Compensation:

Pay: $36,000-$40,000

Annual bonus opportunities

Additional Employee Benefits:
? Free membership.
? Free range time.
? Free semi-private training.
? Discounts on retail products.
? Dealer discounts.
? Medical, Dental, Vision available.
? Fast-paced growth.
? 401k Match.
? Group Life.
? Weekly and Monthly Employee Incentive Programs.
? Employee Development Program.

Midwest Shooting Center is ranked #1005 on the Inc. 5000 list!

Inc. 5000 is a distinguished editorial award, a celebration of innovation, a network of entrepreneurial leaders, and an effective public relations showcase. The Inc. 5000 ranks companies by overall revenue growth over a 3-year period.

What Does this mean? You would be joining a progressive and fast-growing company full of entrepreneurial leadership. Apply to join our team today!