Part Time Tier 1 Customer Service Agent

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.

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 appropriate support.
• Perform other related duties as assigned.

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 per hour. 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, years of experience, and comparison to other employees already in this role.

Minimum Qualifications

• Education: High School or equivalent required, or equivalent combination of education and related experience 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 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.
• Ability to work on a team.

Physical Requirements: The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Ability to use a personal computer and applicable software for sustained periods of time. The employee is frequently required to reach with hands and arms; occasionally required to stand, walk, stoop, kneel, crouch, or crawl; must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The work environment consists of moderate noise (business office