Tier 1 Agent -Part Time

Company: American Red Cross
Location: Virginia Beach
Posted on: January 22, 2023

Job Description:

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.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?**** As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment **** Join us-Where your Career is a Force for Good!Job Description: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. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity.We are seeking a Part Time Tier 1 Agent (Bi-Lingual Spanish preferred, not required) 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.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.Perform all duties and responsibilities in compliance with standard operating procedures.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.
• 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.Qualifications
  • 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.The salary for this position in CT, CO and NY State is $15.00 to $16.50 per hourThe salary for this position in New York City (NYC) is $18.00Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. The stated salary range in this posting is specific to NYC. If you live outside of NYC and are hired as a remote employee, your salary may fall outside the stated range, based on your geographic location. 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.The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visit to apply.Apply now! Joining our team will provide you with the opportunity to make a difference every day.The American Red Cross is an Equal Opportunity/Affirmative Action 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.
    
    Interested in Volunteering?Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.Visit to learn more, including our most-needed volunteer positions.To view the EEOC Summary of Rights, click here:

Keywords: American Red Cross, Virginia Beach , Tier 1 Agent -Part Time, Sales , Virginia Beach, Virginia