Tier 1 Customer Service Agent - Part Time - Remote

ATTENTION MILITARY AFFILIATED JOB SEEKERS

• Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. We are seeking Part-Time Tier 1 Customer Service Agents to support our Training Services Team. The ideal candidate will be bilingual in English and Spanish and committed to delivering outstanding customer service. This is a remote position available to candidates located anywhere in the United States and will start on or around January 4th, 2027. WHAT YOU NEED TO KNOW (Job Overview): Answer inbound calls and email inquiries from existing and prospective clients, instructors, and organizations and resolve issues. Perform account maintenance and basic troubleshooting system. Triage and manage customer inquiries and ensure follow-through to resolution. Achieve production targets for call-handling metrics, email completion, and quality. Provide support, development and/or leadership guidance to all volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations. WHERE YOUR CAREER IS A FORCE FOR GOOD (Key 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. Standard Schedule: Work 4–5 days per week, Monday through Saturday Hours: Variable shifts between 12:30 p.m. and 9:00 p.m. Eastern Time, with the greatest coverage need between 3:00 p.m. and 9:00 p.m. Eastern Time. Weekly Hours: Minimum of 25 hours, with occasional increases based on business needs. PAY INFORMATION: The salary range for this position is $16.00-$21.30 an hour. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. 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. #LI-Remote