Job Details

Job Summary

The American Red Cross is seeking a dedicated and compassionate Customer Care Representative to provide exceptional support to our donors, volunteers, and community members. As the first point of contact, you will handle inquiries, provide accurate information,and offer empathetic assistance via phone, email, and live chat. This is a fully remote role, ideal for someone who thrives in a service-oriented environment and is passionate about making a difference in peoples lives.

Key Responsibilities

• Respond to inbound customer service inquiries via phone, email, and chat in a professional and timely manner.
• Resolve issues related to blood donations, disaster services, training classes, and volunteer support.
• Accurately document customer interactions and maintain up-to-date records in the CRM system.
• Escalate complex cases to the appropriate department while maintaining ownership of the customer experience.
• Educate callers about Red Cross services, donation procedures, and policies.
• Uphold the organizations mission and maintain confidentiality and data privacy.
• Work collaboratively with internal teams to improve service processes and ensure customer satisfaction.

Required Skills and Qualifications

• High school diploma or equivalent (GED) is required; Associates or Bachelors degree preferred.
• Strong verbal and written communication skills in English.
• Excellent listening skills with the ability to show empathy and patience.
• Proficient in basic computer applications, including Microsoft Office and CRM tools.
• Ability to multitask, manage time effectively, and work independently in a remote environment.
• Must be a U.S. resident with authorization to work in the United States.

Experience

• 13 years of experience in a customer service or call center environment, preferably in a non-profit, healthcare, or public service setting.
• Experience working remotely and using digital communication tools is a plus.

Working Hours

• Flexible schedule available, with primary shifts between 8:00 AM 8:00 PM EST, Monday through Friday.
• Occasional weekend or holiday shifts may be required based on operational needs.

Knowledge, Skills, and Abilities

• Knowledge of American Red Cross services and mission is an advantage.
• Strong problem-solving skills and a proactive approach to handling customer needs.
• Ability to work with a diverse population with professionalism and respect.
• Adaptability to handle crisis situations calmly and effectively.
• Comfortable using multiple screens, tabs, and digital platforms simultaneously.

Benefits

• Competitive hourly pay and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) with employer matching
• Paid time off, holidays, and volunteer time
• Tuition reimbursement and professional development opportunitiesEmployee assistance programs and wellness initiatives
• Work-from-home setup support and technology provided

Why Join the American Red Cross?

At the American Red Cross, your work directly supports life-saving services and humanitarian aid across the nation. You will join a diverse and passionate team committed to helping others in times of need. Whether it is supporting blood drives, disaster relief, or volunteer coordination, your contributions make a meaningful impact every day. If you are looking for a purpose-driven remote role where your skills support a national mission, this is your opportunity.

How to Apply

If you are ready to be a part of a mission that matters, please submit your application online at:
???? www.redcross.org/careers
Include your updated resume and a brief cover letter explaining why you are the right fit for the Customer Care Representative Remote Support Role.