Job Title: Call Center Representative
Area of Interest: Communications & Media Relations
Service to the Armed Forces
•Bachelor's degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human/social services, customer or client services, call center or other types of experience with customer/client contact is required.
•Minimum of 1 year experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required.
•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
•Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
•Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity
•Ability to type 40 words per minute and to create grammatically correct responses without spelling errors.
•Must have casework skills or experience in the delivery of social or casework services.
Demonstrably strong computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications. Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database.* Preferred: Experience with American Red Cross programs and services or other similar social services; Knowledge of casework, counseling, social work or other related field; familiarity with military culture, regulations and protocol; bi-lingual in Spanish or another language CompetenciesThe responsibilities and qualifications mentioned in the job description are representative of the essential competencies for the position. Essential Functions/Physical RequirementsThe duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Some local and non-local business travel may be required. Considered essential personnel. The American Red Cross is an Equal Opportunity/Affirmative Action Employer.
Job Description: Job Summary
Service to the Armed Forces provides a worldwide system of services that are available to military members and their families. These services include an emergency communications network available 24 hours a day, 7 days a week, to assist in family emergencies; verification of emergency leave information to help military commands make informed decisions, access to financial assistance, confidential counseling, information and referral and other social services.
SAF call centers are responsible for the intake, verification and delivery of emergency messages between service members and their families, and other services as needed. The Specialist provides Emergency Communication services to Red Cross clients at the SAF Call Center, which provides 24-hour emergency communications and casework services, including access to financial assistance, to members of the U.S. military and their families and to other eligible Red Cross clients.
* Interviews callers and coordinates requests for service to include recording all client information in the case management system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services to clients.
* Performs outbound activities including obtaining verifications, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service.
* Understands and applies Red Cross and SAF policies consistently and correctly.
* Compose and deliver emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks
* Performs other duties as assigned by management.
•Operate under general guidelines from the SAF Center Supervisor.
•Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.
•Compose and deliver emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks.
•Understands and applies Red Cross and SAF policies consistently and correctly.
Fri, August 17, 2012
by A. Butler