Part Time Tier 1 Customer Service Agent

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! We are seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. The ideal candidate will be bilingual in English and Spanish and committed to delivering outstanding customer service. This is a remote position available to candidates located anywhere in the United States and will start on or around January 4th, 2027. WHAT YOU NEED TO KNOW (Job Overview): Answer inbound calls and email inquiries from existing and prospective clients, instructors, and organizations and resolve issues. Perform account maintenance and basic troubleshooting system. Triage and manage customer inquiries and ensure follow-through to resolution. Achieve production targets for call-handling metrics, email completion, and quality. 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. 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 Perform other related duties as assigned. Standard Schedule: Work 4-5 days per week, Monday through Saturday Hours: Variable shifts between 12:30 p.m. and 9:00 p.m. Eastern Time, with the greatest coverage need between 3:00 p.m. and 9:00 p.m. Eastern Time. Weekly Hours: Minimum of 25 hours, with occasional increases based on business needs. PAY INFORMATION: The salary range for this position is $16.00-$21.30 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, or equivalent combination of education and related experience required. Experience: 1 year of customer service, sales, or call center experience preferred, or equivalent combination of education and related experience required. 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 Physical Requirements The 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. Feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time. WHAT WILL GIVE YOU THE COMPETITIVE EDGE: (Preferred Qualifications) Bilingual in English and Spanish , with the ability to read, write, and communicate effectively in both languages. Strong problem-solving and critical-thinking skills. Experience working in a call center or customer service environment. Ability to effectively manage multiple priorities in a fast-paced setting. Strong typing and data entry skills with a high degree of accuracy. Proficiency with Microsoft Office applications and customer service systems. Excellent verbal and written communication skills. Ability to work independently while collaborating effectively with a remote team. BENEFITS 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 Service Awards and recognition Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Act, the California Fair Chance Act and any other applicable laws. The job duties of this role require interaction with staff, clients, and the general public, and access to sensitive data, systems, and intellectual property; therefore, we require a criminal background check for this position. You will not be asked to provide information about your criminal history unless and until you receive a conditional offer of employment. Once a conditional offer of employment has been extended, we will make an individualized assessment of whether your criminal history has a direct, adverse and negative relationship with the specific job duties, potentially resulting in the withdrawal of the conditional offer of employment. 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: Summary of Rights #J-18808-Ljbffr