Tier 1 Call Center Service Agent Part Time

Overview

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. Where Your Career is a Force for Good!

Answer inbound call and email inquiries from Training Services learners, prospective learners, instructors, and instructor organizations. Answer questions and resolve issues regarding training classes, billing, certifications, and processes. Perform account maintenance on learner and instructor accounts, perform basic troubleshooting on Red Cross Learning Center (RCLC) user problems. Triage and manage customer inquiries and ensure follow-through to resolution. Achieve production targets for call-handling metrics, email completion, and quality.

Perform all duties and responsibilities in compliance with standard operating procedures. This is a part-time position that can be performed from any location within the United States. The role requires working 3–5 days per week, Monday through Saturday, with variable hours between 8:30 a.m. and 9:00 p.m. Eastern, Monday through Friday, and between 8:30 a.m. and 5:00 p.m. Eastern on Saturdays.

This position will require a minimum of 20 hours per week.

• Answer inbound call and email inquiries from Training Services learners, prospective learners, instructors, and instructor organizations.
• Use information from computer systems and job aids to provide resolution to inquiries, update account records and note reason and resolution of inquiry.
• Handle basic inquiries, such as account maintenance, class information and RCLC usage issues.
• Maintain daily production standards, including Average Handle Time, Calls per Hour, Email per Hour, Percentage Online Time, and Quality.
• Triage complex problems and route callers to specialized teams.
• Perform other related duties as assigned.

The salary range for this position is $15.00-$19.50 an hour. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

Education: High School or equivalent required.

Experience: 1 year of customer service, sales, or call center experience preferred.

Management

Experience:

N/A

Skills & Abilities: Excellent customer service and problem-solving skills required. Effective verbal and written communication skills with the ability to work with potentially difficult customers. Proficiency in using computer applications to meet customer needs quickly and efficiently in a fast-paced work from home virtual call center environment is required. Ability to work on a team.

Travel: N/A

• Bilingual in English and Spanish
• Strong problem-solving skills
• Experience working in a call center environment

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO:
  Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance:
  Short + Long Term
• Service Awards and recognition

The American Red Cross is an Equal Opportunity employer. All…