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Multilingual Client Services Associate

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 dedicated to humanitarian efforts, is looking for a Bilingual Client Service Representative to enhance its team.

At the Canadian Red Cross, we strive to assist individuals and communities in Canada and globally during challenging times, while also fostering resilience. We are devoted to creating an accessible, diverse, and inclusive workplace where individuals from all backgrounds can thrive. We encourage applications from all qualified candidates, particularly Indigenous peoples, 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 inquiries from volunteers and employees, addressing a variety of client requests through effective communication.
  • 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, adhering to organizational guidelines.
  • Prepare necessary documentation to complete or escalate inquiries received during communications.
  • Maintain data integrity by compiling, verifying, and updating volunteer and employee information in relevant systems.
  • Track and manage all required documentation to ensure timely responses to inquiries.
  • Organize and categorize emails in Shared Services and Shared Services Response inboxes.
  • Update workflow trackers in SmartSheets as necessary.
  • Identify process gaps and promote the learning of new systems and procedures.
  • Integrate volunteer and human resources responsibilities as needed.

Qualifications:

  • A secondary school diploma and a minimum of one year of relevant experience, or an equivalent combination of education and experience.
  • Proficient written and verbal communication skills in both English and French are essential.
  • Experience working in a collaborative team environment, particularly in a virtual setting.
  • Strong computer skills, including familiarity with databases such as Raisers Edge, Taleo, Smartsheet, and Microsoft AX.
  • Experience in a contact center environment is an asset.
  • 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.
  • Attention to detail is crucial.

Working Conditions:

This role will be performed in a virtual team environment. During any office closures, work will be conducted remotely. Meetings and supervision will utilize telephone or electronic means. Shifts will be scheduled for a maximum of 7 hours, 7 days a week, throughout the year, with hours ranging from 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 reasons.

The Canadian Red Cross is committed to its fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We strive to provide an inclusive and barrier-free work environment, beginning with the hiring process. If you require accommodation during any phase of the hiring process, please inform us promptly. All information regarding accommodation requests will be kept confidential.