[Hiring] Customer Care Coordinator II @American Red Cross

Role Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network, joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

What You Will Do:

• Support all BioMed customers through multiple channels, including but not limited to:
• Database maintenance
• Direct mail
• Email
• Facebook
• Health History support
• Modifications/Data Entry
• Mobile App support
• Phone Calls
• Scheduling appointments
• Text
• Web support
• Receive customer communications nationwide and resolve customer issues directly or work with team members to escalate and resolve issues quickly to ensure satisfaction.
• Exercise confidentiality, independent discretion, and judgement.
• Prepare reports as requested.
• List generation, scheduling appointments, request donor card, and any other activities required to support our customers.
• Develop, coordinate, and execute on the response to a customer request including direct contact with a donor or sponsor.
• Provide excellent customer service during any touch point with donors, sponsors, or internal team members.
• Perform operational support and administrative duties using one or multiple systems with little supervision.

Personal Responsibilities:

• Accountable for daily and weekly productivity
• Attendance
• Quality Assurance
• Monthly Reviews
• Maintaining a professional work environment

*This is a work from home position.

Hours for this position are 11:45 am to 8:15 pm Central Standard Time, Sunday - Thursday or Tuesday - Saturday. Training hours will be 9:00 am to 5:30 pm Central Standard Time, M-F for approximately 3 months. *It is imperative that you are here during ALL necessary training.

Qualifications

• High school diploma, specialized business, or secretarial/administrative training required; Associate’s or Bachelor’s degree preferred.
• Minimum one year of related customer service work experience.
• Advanced level of computer skill proficiency, including knowledge of word processing, Excel spreadsheet and database applications, website/internet tools, and Microsoft Office applications is required.
• Experience in Customer Relationship Management (CRM) marketing organizations preferred.

Requirements

• The salary range for this position is $18/hr – $19/hr.
• 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.

Benefits

• Medical, Dental, Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

Company Description

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act, and any other applicable state and local laws.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.