Description
RCN �Call Center� Agents answer a wide range of questions from clients, predominately in the impacted area, concerning the availability of Red Cross services, clarification of resources, and other available assistance. Agents are aware of the range of Red Cross program support and routinely make referrals of other Chapter departments for follow-up and service.

Duties
Provide accurate and timely information to clients regarding locations of shelters, feeding site, service delivery sites, bulk distribution sites, FEMA Recovery Centers, etc.
- Answer questions regarding Red Cross programs and services
- Screen and identify client�s requests/needs
- Navigate the On-Line Resource Book (ORB) to retrieve and provide accurate information
- Provide good customer service and use good listening skills

Qualifications
Must be compassionate and understanding in helping people in crisis, while demonstrating strong interpersonal skills
- Have a strong understanding of American Red Cross services and types of assistance
- Ability to communicate effectively verbally and in writing, while working in a high- volume/high-stress environment
- Knowledge of computer-supported programs such as Microsoft Word and Outlook
- Ability to navigate the Web, and search for information while interviewing a caller
- Ability to complete data entry while interviewing a caller
- Ability to hear well while using telephone headsets
- Fluency in Spanish is desirable, but not required

Hours
This opportunity is an �on call� position. When in operation, the Call Center in Springfield will operate 8:00 a.m. to midnight seven days a week.

Commitment
Availability to respond when called in the events of a large-scale disaster locally, nationally, or internationally. (Minimum commitment of at least one four (4) hour shift.)

Classes Required
New Volunteer Orientation - RCN �Call Center� Agent Introduction to Red Cross Programs

Call Carrie at 417-832-9500, ext. 37 for details on getting started!