Customer Care Representative II

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By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description:

WHY CHOOSE US?
As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve.  Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference. 

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

What You Will Do:

Responsibilities:

• 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

• Tele-recruitment

• Text

• Web support

• Operational support and administrative duties using one or multiple systems with little supervision

• Exercising confidentiality, independent discretion, and judgment.

• Prepare reports as requested

• Training as necessary.

• Other tasks could include list generation, scheduling appointments, request donor card, and any other activities required to support our customers.

• Coordinate work with internal and external audiences, including vendors, and identify appropriate escalation paths for work activities as needed.

• Receive customer communications nationwide. Resolve customer issues directly and/or work with any internal team member to escalate and resolve issues quickly to ensure satisfaction.

• Develop, coordinate and execute on the response to a customer request including direct contact with a donor or sponsor. Provide excellence customer service during any touch point with donors, sponsors or internal team members.

Personal Responsibilities -

• Accountable for daily and weekly productivity. 

• Attendance

• Quality Assurance

• Monthly Reviews

• Maintaining a professional work environment

Hours for this position are 11:45 am to 8:15 pm Central Standard Time, Sunday through Thursday, or Tuesday through 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.

• WHAT YOU NEED TO SUCCEED:

Qualifications:

• High school diploma, specialized business, or secretarial/administrative training required and 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 (CRM) Customer Relationship Management marketing organizations preferred.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

•            Medical, Dental Vision plans

•            Health Spending Accounts & Flexible Spending Accounts

•            PTO + Holidays

•            401K with up to 6% match

•            Paid Family Leave

•            Employee Assistance

•            Disability and Insurance: Short + Long Term

•            Service Awards and recognition

Apply now!  Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action 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.

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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.
 

AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

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

To view the EEOC Summary of Rights, click here:  Summary of Rights