Part Time Tier 1 Customer Service Agent

American Red Cross•Washington, NV

3d•$16 - $21•Remote

About The Position

The American Red Cross is hiring part-time Tier 1 Customer Service Agents to support its Training Services Team. This remote position is open to candidates located anywhere in the United States and is scheduled to start on or around January 4, 2027. The role serves existing and prospective learners, instructors, and instructor organizations by answering phone and email inquiries, maintaining accounts, troubleshooting basic system issues, and managing inquiries through resolution. Agents use computer systems and job aids to provide answers, update account records, and document inquiry reasons and resolutions. They are expected to meet daily production and quality standards while following standard operating procedures and applicable federal, state, and local regulations. The schedule is 4–5 days per week, Monday through Saturday, with variable shifts between 12:30 p.m. and 9:00 p.m. Eastern Time. The minimum schedule is 25 hours per week, with occasional increases based on business needs. The position pays $16.00–$21.30 per hour. Actual pay may depend on the geographic location where work is primarily performed, skills, experience, and comparison with employees in similar roles. The role is performed in a work-from-home virtual call center environment. Physical demands include sustained computer use, extended sitting at a computer terminal, and frequent lifting or moving of up to 15 pounds and occasional lifting or moving of up to 30 pounds.

Requirements

High school diploma or equivalent, or an equivalent combination of education and related experience.
Excellent customer service and problem-solving skills.
Effective verbal and written communication skills, including the ability to work with potentially difficult customers.
Proficiency using computer applications to serve customers quickly and efficiently in a fast-paced work-from-home virtual call center environment.
Ability to work on a team.
Ability to use a personal computer and applicable software for sustained periods.
Ability to meet operational needs that may arise suddenly and unpredictably.

Nice To Haves

One year of customer service, sales, or call center experience, or an equivalent combination of education and related experience.
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 in a call center or customer service environment.
Ability to manage multiple priorities effectively 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.

Responsibilities

Answer inbound calls and email inquiries from Training Services learners, prospective learners, instructors, and instructor organizations.
Use computer systems and job aids to resolve inquiries, update account records, and document the reason for and resolution of each inquiry.
Handle basic inquiries involving account maintenance, class information, and RCLC usage issues.
Meet daily production standards for Average Handle Time, Calls per Hour, Email per Hour, Percentage Online Time, and Quality.
Triage complex problems and route callers.
Perform other related duties as assigned.
Comply with standard operating procedures and applicable federal, state, and local regulations.