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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 temporary 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.
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.
Requirements
High School or equivalent required.
1 year of customer service, sales, or call center experience preferred.
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.
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).
