American Red Cross · 1 day ago

Representative I, SAF Call Center

Louisville, KY

Full-time

Remote

Entry Level

3+ years exp

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Responsibilities

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 related case activities including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and/or providing other follow-up actions needed for complete and timely client service.

Composes and delivers emergency communication messages to domestic and overseas military locations.

Standard Schedule: Our SAF Hero Care Center in Louisville, KY has an exciting career opportunity available for a full-time Hero Care Center Caseworker on the first shift. This position will be scheduled 40 hours per week, and the first shift runs from 9:00 AM – 5:30 PM, on a rotating day schedule that includes weekends and holidays.

Qualification

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Social Service ExperienceMedical TerminologyComputer SkillsCRMCMS ExperienceCustomer Focused ExperienceTyping Speed 40 wpmMulti-tasking AbilityActive Listening Skills

Required

High School Diploma or equivalent

Minimum 3 years of related experience or equivalent combination of education and related experience required. Preferentially, this should include one year of work experience in a social service agency or service contact center is required with at least one year of direct interaction with and delivery of services to clients in distress.

Reside in Kentucky/Indiana

Familiarity with medical terminology and military community required

At least one year of customer focused experience

Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment. The duties are representative of the essential functions of the position.

Applicants must have strong communication skills, both written and verbal, and typing speed of 40 wpm or higher. Both speed, accuracy and grammatical competence is factored into overall typing abilities.

Applicants should be able to demonstrate strong computer skills, to include use of Internet search tools, Intranet, and Microsoft Office Suite.

Positions are 100% remote work, BUT YOU MUST LIVE IN THE LOUISVILLE AREA. When working remotely the employee must be able to provide a private office or workspace suitable for confidential conversations and handling of sensitive information. The employee must be able to access a dedicated high speed / broadband internet service with sufficient bandwidth and speed to support the contact center and case management applications and tools.

Ability to work on a team

Preferred

Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is strongly preferred.

Viable candidates should be able to demonstrate their ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.

They must also be adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand.

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 is essential.