Phone Support & Preparedness Specialist

Phone Support & Preparedness Specialist

Location: Company HQ (Onsite – Cedar Park, TX)
Reports To: Director of Sales & Customer Service
Compensation: $25/hour + performance-based incentives
Schedule: Monday–Friday, 9:00 AM – 6:00 PM CT

This role is ideal for candidates with a background or strong interest in emergency preparedness, tactical equipment, or military/law enforcement environments.

About MIRA Safety

MIRA Safety is committed to safeguarding lives with cutting-edge protective gear, from military-grade gas masks to advanced safety solutions for civilians, first responders, and tactical professionals. Our mission is to empower individuals and organizations with reliable, top-tier safety equipment, ensuring they are prepared for the unexpected.

We operate in a high-accountability, fast-paced environment where preparedness, ownership, and execution matter. Our team is mission-driven, detail-oriented, and built around individuals who take pride in educating customers and helping them make confident, informed decisions in high-stakes situations.

As we continue to grow, we are seeking driven, disciplined, and mission-aligned individuals who want to help build a globally trusted preparedness brand.

About the Role

This is not a traditional call-center role .

The Phone Support & Preparedness Specialist serves as both a frontline customer advocate and a trusted preparedness consultant . You will educate customers on complex protective equipment, guide purchasing decisions, overcome objections, and identify opportunities to upsell and cross-sell—while delivering a high-trust, professional customer experience.

You will own conversations end-to-end, operate with urgency, and align customer needs with MIRA Safety’s product ecosystem. This role works closely with Sales, Customer Service, and Leadership to support revenue growth and long-term customer success.

This Role Is a Strong Fit If You:

• Thrive in mission-driven, high-ownership environments
• Are comfortable discussing tactical, emergency, or safety-related equipment
• Enjoy educating customers and guiding purchasing decisions
• Can balance empathy with confidence and authority
• Are motivated by performance, growth, and accountability

Key Responsibilities

• Handle ~70 inbound and outbound customer calls per day with professionalism and authority
• Conduct consultative, solution-oriented conversations (not scripted call handling)
• Educate customers on CBRN equipment, emergency preparedness solutions, and proper product use
• Identify customer needs and recommend appropriate products or alternatives
• Confidently upsell, cross-sell, and overcome objections when appropriate
• Support order placement, troubleshooting, and post-purchase inquiries
• Maintain accurate, detailed records in CRM and ticketing systems
• Own customer issues end-to-end and ensure timely resolution
• Communicate order issues, trends, and customer feedback to Sales and Leadership
• Continuously develop product, industry, and preparedness knowledge
• Operate effectively in a fast-paced environment with shifting priorities
• Maintain punctual, reliable onsite attendance
• Perform other duties as assigned

Physical & Work Environment Requirements

• Office-based environment
• Ability to sit for extended periods
• Ability to lift up to 10 lbs
• No travel required

Minimum Requirements

• 2+ years of phone-based customer-facing experience with consultative and/or sales components
• Demonstrated ability to overcome objections and influence purchasing decisions
• Strong verbal communication skills with the ability to explain technical or complex products
• Experience using CRM, ticketing, or order management systems
• Proficiency with Google Workspace or similar productivity tools
• Demonstrated empathy, patience, and professionalism in high-stress customer interactions
• Ability to work onsite, full-time (Monday–Friday, 9:00 AM – 6:00 PM CT

Strongly Preferred Qualifications

• Prior CBRN, emergency preparedness, or safety equipment experience
• Military, law enforcement, or first responder background
  • Veterans/current service members: DD-214 or statement of service preferred
• Tactical gear or preparedness market experience (professional or personal)
• Familiarity with the Entrepreneurial Operating System (EOS)
• Comfort delivering paid consultations or advisory-style customer calls

Hiring Process

Qualified candidates will be invited to complete a Culture Index assessment as part of the evaluation process.

Benefits

• Competitive hourly compensation with performance-based incentives
• Health, dental, and vision benefits
• Paid time off and holidays
• Ongoing training and professional development
• Opportunity to grow into senior support, sales, or consulting roles
• Supportive, mission-driven team environmen

If you are a highly motivated individual looking to grow your career in business development, we want to hear from you!

MIRA Safety is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.