Remote Bilingual Tier 1 Customer Service Agent

American Red Cross; Maryland; Remote; USD 22,000 - 29,000; Part time

Benefits offered by this job

Medical, Dental Vision plans

401K with up to 6% match

PTO starting at 15 days per year

11 paid holidays

Paid Family Leave

Job summary

The American Red Cross, a national humanitarian organization, is seeking a Part-Time Tier 1 Customer Service Agent for its Training Services Team. This remote position welcomes bilingual English/Spanish applicants and serves learners, instructors, and organizations with a high standard of service.

You will handle inbound calls and emails, update records, and strive toward production targets while guiding volunteers and supporting a remote team across the United States.

Qualifications

• High School or equivalent required.
• 1 year of customer service, sales, or call center experience preferred, or equivalent combination of education and related experience.
• Bilingual in English and Spanish.

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.

Skills

Customer service

Problem solving

Verbal communication

Written communication

Teamwork

Typing / data entry

Microsoft Office

Education

High School or equivalent

Tools

Microsoft Office applications

Customer service systems

Job description

The American Red Cross, a national humanitarian organization, is seeking a Part-Time Tier 1 Customer Service Agent for its Training Services Team. This remote position welcomes bilingual English/Spanish applicants and serves learners, instructors, and organizations with a high standard of service.

You will handle inbound calls and emails, update records, and strive toward production targets while guiding volunteers and supporting a remote team across the United States.