Customer Care Specialist

Position Title: SAF Casework Representative Position Number: 390677 Location: Remote Position Type: Temporary Required Skill Set: Call Center, Customer Service Position Description: **Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.** Job Title: Customer Service Representative - SAF Casework Duration: 7 months Tentative Start Date: January 10, 2022 Location: Remote Hours: Work Schedule: Candidates must be able to work the evening shift 3:30 p.m. - 12:00 a.m. EST / 2:30 p.m. - 11:00 p.m. CST (Rotating Schedule). Training 1st week - normally from 11:00 a.m. - 7:30 p.m. EST / 10:00 a.m. - 6:30 p.m. CST (subject to change). Candidate MUST be able to work this schedule as there is no veering away from this. Training 1st week: normally from 11:00 a.m. to 7:30 p.m. EST / 10:00 a.m. to 6:30 pm. CST (subject to change) Equipment: The employee must have their own internet service through a local provider. The American Red Cross will provide the following equipment, which must be returned upon completion of assignment. 1. Red Cross laptop 2. Red Cross smart phone 3. Headset Job Description: SAF Representative The HCC Representative position is a temporary position within the Hero Care Center (HCC). The HCC provides 24-hour emergency communications and casework services to members of the U.S. military and their families and other eligible Red Cross clients. Responsibilities of the HCC Representative include obtaining verification of the emergency and delivery of the emergency message to the military command. Responsibilities: 1. Places outbound calls to obtain a complete and accurate verification of the emergency. 2. Composes emergency communication messages after obtaining proper verification. 3. Places outbound calls to deliver a completed emergency communication to the proper military authority. 4. Answers inbound calls from persons or agencies regarding a Red Cross request for verification. 5. Answers inbound calls and client questions for existing emergency communications cases. 6. Performs other duties as assigned by management. 7. Understands and applies Red Cross and SAF policies consistently and correctly. Skills and Abilities: 1. Demonstrated ability to use standard English to communicate effectively verbally and in writing. 2. Ability to type 40 words per minute. 3. Computer skills: a. Must be able to use standard internet browser search tools b. Must have basic working knowledge of Microsoft Word and Outlook. c. Must be able to use or learn to use an electronic Case Management System (CMS). 4. Ability to apply active listening skills and employ reasoning and questioning strategies when speaking with clients, verification sources, and military command. 5. Strong customer service skills reflecting a sound knowledge of telephone etiquette and pleasant and friendly manners respectful of human empathy and dignity. 6. Must be skilled at multi-tasking and be able to shift focus in response to operational demands. 7. Must have the 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. Education: A minimum of a high school diploma; education beyond high school is desired, but not required. Experience: A minimum of 3 years general work experience; at least 1 year work experience in human or social services, customer or client service, call center or other types of experience with customer or client contact is, but not required. Benefits: For information and details on employment benefits offered, visit here . If you have any questions/concerns, please contact our HR Department via our secured website .

Created: 2021-11-29