Representative I, SAF Call Center

American Red Cross•Fort Sill, OK

2d•Hybrid

About The Position

The American Red Cross' Service to the Armed Forces Hero Care Center serves military members and their families worldwide, 24 hours a day, 365 days a year. Hero Care Center caseworkers provide emergency assistance online and by phone, collecting and verifying accurate information to assist military commands with emergency leave decisions and serving as a resource for veterans and their families. They also provide current military members and retirees access to emergency and routine financial assistance. Joining the American Red Cross means having a direct impact on a meaningful mission, helping to save lives every day as part of a like-minded team that shares a passion for making a difference in a supportive work environment.

Requirements

High School Diploma or equivalent
Minimum 3 years of related experience or equivalent combination of education and related experience required.
At least one year of work experience in a social service agency or service contact center is required with at least one year of direct interaction with and delivery of services to clients in distress.
Familiarity with medical terminology and military community required
At least one year of customer focused experience
Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment.
Strong communication skills, both written and verbal.
Typing speed of 40 wpm or higher.
Strong computer skills, to include use of Internet search tools, Intranet, and Microsoft Office Suite.
Ability to work on a team.

Nice To Haves

Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is strongly preferred.
Viable candidates should be able to demonstrate their ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
Adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand.
Demonstrated ability to treat people with respect under all circumstances and instill trust in others while upholding the values and principles of the American Red Cross is essential.

Responsibilities

Interviews callers and coordinates requests for service to include recording all client information in the case management system.
Determines eligibility for American Red Cross services.
Assesses client needs and provides appropriate services.
Performs related case activities including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and/or providing other follow-up actions needed for complete and timely client service.
Composes and delivers emergency communication messages to domestic and overseas military locations.