Bilingual Support Services Representative

1 week ago

Seminole, Oklahoma, United States Red Cross Full time

Position Overview

Role: Bilingual Client Services 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 Client Services Representative to enhance its team.

At the Canadian Red Cross, we are committed to assisting individuals and communities in Canada and globally during critical times, while also empowering them to build resilience. We strive to create an accessible, diverse, and inclusive workplace where individuals from 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 share our values.

Key Responsibilities:

  • Provide first-contact customer support for general inquiries from volunteers and employees, managing a variety of client requests and inquiries.
  • Encourage the use of self-service options and offer information 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 calls.
  • Compile, verify, and update volunteer and employee data in record systems to ensure data accuracy.
  • Receive and manage all required documentation to provide timely responses to inquiries.
  • Organize and categorize emails in Shared Services and Shared Services Response inboxes.
  • Update trackers in SmartSheets with appropriate workflows.
  • 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 a minimum of 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 within a team, particularly in a virtual environment.
  • Strong computer skills, including familiarity with databases such as Raisers Edge, Taleo, Smartsheet, and Microsoft AX.
  • Experience in a contact center setting is an asset.
  • Ability to adapt and resolve issues with limited resources in a fast-paced environment.
  • Proven 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 involves working in an office environment as part of a virtual team. During any operational disruptions, 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, with flexibility based on availability and organizational needs. Weekend and holiday shifts may be required. Full vaccination against COVID-19 is mandatory for this position, with accommodations available for those unable to be vaccinated for valid reasons.

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

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