American Red Cross Part Time Tier 1 Call Center Service Agent (Work From Home) in Newark, New Jersey

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As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

We are seeking a Part Time Tier 1 Agent (Bilingual Spanish Preferred) to support our Training Services Team. This position can work from any location in the United States and will work Part Time, 3 – 5 days a week Monday through Saturday and will include variable work hours between 8:30am to 9:00pm and Friday, 8:30am to 5:00pm Eastern Time. This position will work a minimum of 20 hours a week, and on occasion, may work up to but not exceed 36 hours per week.

English/Spanish Speaking Job Seekers Encouraged To Apply

WHAT YOU NEED TO KNOW:

This position will answer inbound call and email inquiries from Training Services learners, prospective learners, instructors, and instructor organizations. Answers questions and resolves 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 difficult calls and ensure all calls are followed up on through resolution. Achieve production targets for call-handling metrics, email completion, and quality.

WHERE YOUR CAREER IS A FORCE FOR GOOD :
• 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.
• Troubleshoot basic 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.

Standard Schedule:

Training will start on Monday, Feb 26, 2023. Training is Full Time and will last 5 weeks with the last week being nesting, and the training schedule is Full Time. After training the position will transition to Part Time working 20-30 hours per week, and possible multiple shifts during the day on occasion.

These are Variable shifts, Mon-Sat, morning and evenings 8:30am – 9pm M-F and 8:30am – 5pm on Sat. Time Zone is EST.

Our client group requires a commitment of 100% attendance during your first 90 days of employment to ensure you are set up for success

Pay Information:

The salary range for this position is $15.00 – $17.00 per hour. For individuals living in New York City, the position pays $18.50 per hour. Note: that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.

WHAT YOU NEED TO SUCCEED:

Education: High school diploma or equivalent required.

Experience: Previous experience in customer service or sales in a call center environment is preferred but not required.

Preferred Skills: Bi-Lingual Spanish

Skills and Abilities: Excellent customer service and problem-solving skills required. Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast-paced call center environment is required. Proficiency in using computer applications to quickly and efficiently meet customer needs in a fast-paced Work From Home virtual call center environment is required.
• 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 Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel;and talk or hear. The employee is frequently required to reach with hands and arms.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

WHAT WILL GIVE YOU THE COMPETITIVE EDGE: Experience B2B sales, Customer Service and working in a call center environment.

BENEFITS FOR YOU:We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.
• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO + Holidays
• 401K with 5% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

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