Remote Bilingual Tier 1 Customer Support Agent

American Red Cross; Casper (WY); Remote; USD 22,000 - 29,000; Part time

Benefits offered by this job

Medical, Dental Vision

HSA/FSAs

PTO: 15 days

Holidays

401K

Family Leave

Employee Assistance

Service Awards

Job summary

The American Red Cross is seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. You will answer inbound calls and emails from learners, instructors, and organizations, and provide timely resolutions.

The role is remote nationwide in the United States, with shifts scheduled between 12:30 p.m. and 9:00 p.m. ET and a minimum of 25 hours per week. Bilingual English and Spanish is preferred.

Qualifications

• Education: High School or equivalent required.
• Experience: 1 year of customer service, sales, or call center experience preferred, or equivalent combination of education and related experience required.
• Skills & Abilities: Excellent customer service and problem-solving skills; strong verbal and written communication; proficient with computer applications in a fast-paced home-based call center.

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 appropriate resources.
• Perform other related duties as assigned.

Skills

Bilingual: English & Spanish

Customer service

Call center experience

Typing speed

MS Office

Education

High School or equivalent

Job description

The American Red Cross is seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. You will answer inbound calls and emails from learners, instructors, and organizations, and provide timely resolutions.

The role is remote nationwide in the United States, with shifts scheduled between 12:30 p.m. and 9:00 p.m. ET and a minimum of 25 hours per week. Bilingual English and Spanish is preferred.