Job Description
Title: Tier 1 Agent -Part Time
Location: United States
Part Time
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 hour
The salary for this position in New York City (NYC) is $18.00
Note 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.