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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:
WHY CHOOSE US?
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 Bilingual (English/Spanish) Tier 1 Agent 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 7:30 am -10:00 pm Eastern. 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.
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:
This position is part time and will work 3 – 5 days a week Monday through Saturday and will include variable work hours between 7:30 am -10:00 pm Eastern.
Pay Information:
The salary range for this position is $15.50 – $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
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