[Hiring] Tier 1 Customer Service Agent @VetJobs

Role Description

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 appropriate resources.
• 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

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.

Requirements

• Travel: N/A

Benefits

• Operational flexibility is required to meet sudden and unpredictable needs.
• Ability to use a personal computer and applicable software for sustained periods of time.
• Ability to lift and/or move up to 15 pounds frequently and up to 30 pounds occasionally.
• Work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic).
• Ability to work in a small cubicle and sit at a computer terminal for an extended period of time.

Preferred Qualifications

• Bilingual in English and Spanish, with the ability to read, write, and communicate effectively in both languages.
• Strong problem-solving and critical-thinking skills.
• Experience working in a call center or customer service environment.
• Ability to effectively manage multiple priorities in a fast-paced setting.
• Strong typing and data entry skills with a high degree of accuracy.
• Proficiency with Microsoft Office applications and customer service systems.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively with a remote team.