Remote Bilingual Tier 1 Customer Support Agent

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

Benefits offered by this job

Medical, Dental Vision plans

HSA & FSA

PTO: Starting at 15 days

11 paid holidays

401K with up to 6% match

Paid Family Leave

Employee Assistance

Service Awards and recognition

Job summary

The American Red Cross is seeking a Part-Time Tier 1 Customer Service Agent to support the Training Services Team. The ideal candidate is bilingual in English and Spanish and delivers outstanding customer service from a remote location in the United States. You will handle inbound calls and emails, resolve account issues, and maintain production metrics while supporting volunteers and learners.

Hours are 4–5 days per week with variable shifts between 12:30 p.m. and 9:00 p.m. ET.

Qualifications

• High School or equivalent required.
• 1 year of customer service, sales, or call center experience preferred, or equivalent combination.
• Bilingual English and Spanish preferred; strong communication skills in both languages.

Responsibilities

• Answer inbound calls 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

Multi-tasking

Typing & data entry

MS Office proficiency

Verbal & written communication

Independent remote work

Education

High School or equivalent

Tools

Microsoft Office

Job description

The American Red Cross is seeking a Part-Time Tier 1 Customer Service Agent to support the Training Services Team. The ideal candidate is bilingual in English and Spanish and delivers outstanding customer service from a remote location in the United States. You will handle inbound calls and emails, resolve account issues, and maintain production metrics while supporting volunteers and learners.

Hours are 4–5 days per week with variable shifts between 12:30 p.m. and 9:00 p.m. ET.