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Bilingual Customer Support Specialist

2 months ago

Seminole, Oklahoma, United States Red Cross Full time

Position Overview

Job Title: Bilingual Client Service Representative

Location: Remote Across Canada

Contract Type: Casual

Salary Range: $30,556 - $44,561

The Canadian Red Cross (CRC), a renowned not-for-profit organization, is on the lookout for a dedicated Client Service Representative to enhance its team.

At the Canadian Red Cross, our mission is to assist individuals and communities in Canada and globally during challenging times, while also empowering them to build resilience. We are committed to fostering an accessible, diverse, and inclusive workplace where individuals of all backgrounds can thrive. We encourage applications from all qualified candidates, particularly those from Indigenous communities, persons with disabilities, ethnic minorities, visible minorities, women, veterans, and others who align with our values and contribute to a diverse work environment.

Key Responsibilities:

  • Serve as the primary point of contact for general inquiries from volunteers and employees, addressing a variety of client questions and requests while adhering to service level agreements.
  • Encourage the use of self-service options and provide guidance on established People Services processes and policies.
  • Resolve routine issues and complaints using sound judgment in line with organizational guidelines.
  • Prepare necessary documentation to complete or escalate inquiries received during calls.
  • Maintain data integrity by compiling, verifying, and updating volunteer and employee information in relevant systems.
  • Track and manage all required documentation to ensure accurate responses to inquiries.
  • Organize and categorize emails in Shared Services and Shared Services Response inboxes.
  • Implement appropriate workflows in tracking systems.
  • Identify process gaps and promote learning of new systems and procedures.
  • Integrate volunteer and human resources responsibilities as needed.

Qualifications:

  • A secondary school diploma and at least one year of relevant work experience, or an equivalent combination of education and experience.
  • Proficient written and verbal communication skills in both English and French are essential.
  • Experience working collaboratively in a team environment, particularly in a virtual setting.
  • Strong computer skills, including familiarity with databases such as Raisers Edge, Taleo, Smartsheet, and Microsoft AX.
  • Previous experience in a contact center environment is advantageous.
  • Ability to adapt and resolve issues with limited resources in a fast-paced setting.
  • Demonstrated capacity to manage multiple tasks effectively based on urgency and importance.
  • A satisfactory Criminal Record Check and Standard First Aid & CPR certification are required.
  • Meticulous attention to detail.

Working Conditions:

This role will be performed in a virtual office environment. During any office closures, work will continue remotely. Meetings and supervision will be conducted via telephone or other electronic means. Working hours will be scheduled in shifts, with a maximum of 7 hours per shift, across 7 days a week, 365 days a year, within the hours of 7:00 am to 7:00 pm EST. Some weekend and holiday shifts may be required, and hours will depend on availability and organizational needs. Full vaccination against COVID-19 is mandatory for this position, with accommodations available for those unable to be fully vaccinated for valid human rights reasons.

The Canadian Red Cross is guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We are dedicated to providing an inclusive and barrier-free work environment, starting from the hiring process. If you require accommodation during any phase of the hiring process, please inform us as soon as possible. All information regarding accommodation requests will be kept confidential.