Tier 1 Call Center Service Agent Part Time at American Red Cross

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?Join us-Where your Career is a Force for Good!Job Description: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. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. 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. You join a community that respects who you are away from work as much as what you do while at work.Where Your Career is a Force for Good!WHAT YOU NEED TO KNOW (Job Overview):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. Performs account maintenance on learner and instructor accounts, performs 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.WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):

• 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.PAY INFORMATION: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.WHAT YOU NEED TO SUCCEED (Minimum Qualifications):Education: High School or equivalent required.Experience: 1 year of customer service, sales, or call center experience preferred.Management Experience: N/ASkills & 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 Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted). Physical RequirementsThe duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Ability to use a personal computer and applicable software for sustained periods of time.WHAT WILL GIVE YOU THE COMPETITIVE EDGE (Preferred Qualifications): Bilingual in English and Spanish Strong problemsolving skills Experience working in a call center environmentBENEFITS FOR YOU:As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:
  • 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 recognitionApply now! Joining our team will provide you with the opportunity to make your career a force for good!The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.To view the EEOC Summary of Rights, click here: