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Bilingual Client Service Representative

2 months ago

Seminole, Oklahoma, United States Red Cross Full time

**Job Summary**

The Canadian Red Cross is seeking a highly skilled and multilingual Client Service Representative to join its team. As a key member of our People Services team, you will provide exceptional customer service to our volunteers and employees, ensuring their needs are met and exceeded.

**Key Responsibilities:**

  • Provide first-line customer service for general inquiries, responding to phone calls and resolving client inquiries and requests in a timely and professional manner.
  • Promote the use of self-serve options and provide information on established People Services processes and policies to clients.
  • Resolve routine problems and complaints using informed judgment, in accordance with organizational guidelines and procedures.
  • Prepare and maintain accurate documentation required to complete or escalate client information.
  • Compile, verify, and enter/make changes to volunteer and employee data in systems of record, ensuring data integrity.
  • Triages Shared Services and Shared Services Response inboxes and categorizes emails.
  • Add appropriate workflows to trackers in SmartSheets.
  • Identify gaps in processes and procedures and promote learning of new systems, processes, and procedures.
  • Integrate volunteer and human resources within the scope of responsibilities, as required.

**Requirements:**

  • Secondary school diploma and one year of related work experience or an equivalent combination of education and experience.
  • Strong written and verbal communication skills, both in English and French.
  • Experience working in a team environment, specifically a virtual team.
  • Excellent computer skills, including experience working with databases, such as Raisers Edge, Taleo, Smartsheet, and Microsoft AX.
  • Experience working in a Contact Centre environment would be an asset.
  • Demonstrated ability to adapt and resolve problems with limited resources in a fast-paced environment.
  • Demonstrated ability to multi-task to meet all challenges and demands based on relative importance and urgency.
  • A satisfactory Criminal Record Check and Standard First Aid & CPR certification are required.
  • Strong attention to detail.

**Working Conditions:**

You will be performing your job in an office environment as part of a virtual team. Meetings and supervision will be a combination of telephone or other electronic means. Working hours will be scheduled in shifts, with a maximum of 7 hours per shift, 7 days a week, 365 days a year, between the hours of 7:00 am EST to 7:00 pm EST. Full vaccination against COVID-19 is mandatory for this position and operation.

The Canadian Red Cross is an organization guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible.