Customer Service Representative

Remote work is not available for this position; on‑site attendance is required. What you need to know Manage and administer the delivery of American Red Cross services to meet the needs of United States military members, veterans, and their families in accordance with Red Cross policies and procedures. Support the delivery of International Services programs and services. Provide support, development, and/or leadership guidance to all volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State, and local regulations. Relationship Management and Community Outreach Builds strong relationships with military leadership, key organizations, and community leaders. Cultivates relationships and partnerships with external constituents in the local community, including government organizations, corporate partners, civic organizations, and other community charitable and nonprofit agencies with the purpose of furthering the mission of the Red Cross. Outreach includes command meetings, education briefings, presentations, or information sessions. Builds community presence through enhancing marketing opportunities with local Armed Forces Network, utilization of social media platforms, and leveraging local base advertising opportunities to spread the Red Cross Mission and service. Volunteer Management Manages a volunteer engagement program and cycle to enable delivery of all Red Cross programs and services on a military installation and in their local community. Manages Volunteers who will be the primary resource to administer the delivery of American Red Cross services to meet the needs of United States military members, veterans, and their families in accordance with Red Cross policies and procedures. When volunteers are unavailable, the manager is responsible in delivering the mission specific services. Develop and implement local needs assessment and Volunteer Program Plan through utilizing process established by Volunteer Resources. Recruits and trains leadership volunteers to support placement and supervision of staff and programs in the delivery of SAF/IS U.S. programs and services, Training Services, Disaster Cycle Services, and providing support to Armed Forces Blood Services. Effectively utilize the Volunteer Connection Platform to manage, document, train, recognize and communicate with volunteers within the local footprint. Service Delivery Management Provides supervision of volunteer Service Delivery staff. Coordinates services to military treatment facilities and VA hospitals through rehabilitation programs, material assistance, resiliency training and morale items and support. Ensures community outreach, to include command meetings and education briefings, presentations, or workshops. Ensures a strong military community outreach program and implementation of special events and projects in support of SAF/IS U.S. initiatives. Manages support services to military members and their families to include family follow-up information and referrals, and other related services. Provides support for the emergency communications center with local information, as appropriate. Develops outreach strategies aimed at promoting International Services U.S. programs to the community and ensuring the local community is aware of what programs and services are available. Financial and Reporting Management Develops and manages budgets and expenditures to ensure programs are operating within budget to support all programs and services. Monitors and reports on the outcomes and results of programs and services to ensure organizational accountability and makes recommendations for continuous improvement to ensure metrics are consistently met. What you need to succeed Bachelor’s degree in business or public administration, human resources management, community organization, social or health sciences, or related field is required; or related equivalent experience. 5 years minimum related experience in program management or related field is required. Requires strong computer skills. Public speaking skills and the ability to communicate effectively verbally and in writing are required. Must have strong interpersonal skills and the ability to work well in an individual or team environment. Ability to balance multiple priorities is essential. Work Conditions Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle, and working under challenging conditions. Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state, and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster. For Mobile Positions Only (Domestic and Overseas settings) Some positions are designated as “Mobile” and subject to unique job requirements. SAF Mobile Staff perform the same basic job responsibilities as non-mobile staff in regions. In addition to those responsibilities, this special workforce is also required to deploy on short term temporary assignments, serving alongside military members who are deployed to designated theaters of operations anywhere in the world. Mobile staff must be ready to deploy whenever called upon, and to do so are required to meet and maintain specific medical and other readiness requirements. Requirements unique to mobile positions include the following: Support both the day-to-day operations and emergency needs of the Hero Care Center as a member of the Hero Care Network Contingency Team. Completes all trainings and requirements to maintain casework proficiency, to include working shifts and participating in readiness drills. Responds to emergency, surge, and disaster situations, as needed. To maintain readiness, staff must Maintain all medical and security requirements. Engage in annual deployment familiarization program to include trainings and meetings. When activated to deploy, participate in additional trainings and meetings to prepare for deployment. Mobility Requirements U.S. citizenship is required. Must be able to obtain a secret security clearance and a no- U.S. passport. Worldwide mobility is a condition of employment and an essential function of this position. Must accept work assignments anywhere in the world, including conflict areas, where the American Red Cross is providing services to members of the military and their families. Must meet strict medical and physical requirements, including immunizations required by the U.S. military. May be required to wear military uniforms, and live and work in harsh and stressful environment in conflict areas. Periodically accompanies the military on deployments. What will give you the competitive edge Ideal candidates will have a passion for supporting military members with the physical stamina and emotional capacity to live and work alongside deployed military members in harsh climates and difficult environments. SAF/IS employees are servant leaders supporting deployed military members through difficult and challenging issues. Candidates need to thrive on service and teamwork. Candidates must be adaptable with an ability to manage through ambiguity engaging others in problem solving complex issues. Core Competencies Adaptability: Successful candidates must adjust to new situations quickly and have the ability to tackle the challenges these situations present. Independent Problem Solving: Successful candidates are capable of handling high-pressure situations by knowing who to engage in dialogue and up with actionable solutions. Teamwork: Successful candidates have the ability to collaborate with team members, volunteers, and military personnel to achieve SAF/IS mission. Servant Leader: Successful candidates must be leaders who out others and the mission first. Someone who understands that deployment is a hardship, and our mission is to support our military personnel in uncomfortable situations and circumstances. Familiarity with military culture, regulations and protocol. Experience with American Red Cross programs and services is strongly. Benefits for you 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 Insurance: Short + Long Term Service awards and recognition The salary range for this position is (Illinois): $60,000 - $65,000. Equal Opportunity Employer The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to protected veteran status, race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, 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. #J-18808-Ljbffr