NHQ:DCS - Preparedness Programs - Disaster Apps - Customer Care Team Member

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This position supports the National Headquarters (NHQ) Disaster Cycle Services (DCS) team. This is a remote (volunteer-from-home opportunity). Customer Care Team Members aim to provide excellent customer service to our Disaster App users. We have adopted the G.R.E.A.T Service Guidelines as these reflect our core values and enhance our support of the Red Cross mission to prevent and alleviate human suffering in the face of emergencies.

Responsibilities:

• The Customer Care Team Member is a volunteer who works with users to identify problems, propose solutions, and escalate issues as required. Responsibilities include
• Respond promptly to customer’s inquiries in the Zen Desk.
• Code inquiries.
• Help customers identify issues, propose solutions based on standard templates contained in the Customer Care Solutions Manual.
• Escalate issues to Team Leader when necessary.
• Ability to speak, read and write in Spanish and English.

• Ability to speak, read and write in English and Spanish, Required
• Ability to problem solve, Required
• Commitment to providing excellent customer care for users of the Disaster Apps, Required
• Experience with customer care, Required
• Commitment to the humanitarian mission of the American Red Cross, Required
• Basic experience with MS Office, Required
• Prior experience volunteering or working with the American Red Cross, Required