Remote Bilingual Tier 1 Customer Support Agent

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

Benefits offered by this job

Medical, Dental Vision plans

Holidays

401K with match

Paid Time Off

Employee Assistance

Service Awards

Volunteering opportunities

Job summary

The American Red Cross is seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. The role is remote nationwide in the United States, with shifts evenings and weekends to cover peak times.

The ideal candidate is bilingual in English and Spanish and committed to outstanding customer service. Responsibilities include answering calls/emails, updating records, and maintaining performance metrics while supporting volunteers and learners.

Qualifications

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

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

Bilingual English/Spanish

Excellent communication

Education

High School or equivalent

Tools

Microsoft Office

Job description

The American Red Cross is seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. The role is remote nationwide in the United States, with shifts evenings and weekends to cover peak times.

The ideal candidate is bilingual in English and Spanish and committed to outstanding customer service. Responsibilities include answering calls/emails, updating records, and maintaining performance metrics while supporting volunteers and learners.