Title: Representative-Program Support
Employee Working Location: Remote
Employment status: Temporary Full Time (12 months)
Salary band: $41,053 – $59,869 / year

The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 – is seeking a Representative- Program Support Tier 3 to join our team.

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.

In this role, you will:

• Respond to inquiries from Instructional Personnel,  Training Partners,   Individual consumers, donors,  professionals or Representatives of outside organizations using the  knowledge of First Aid and Swimming Water Safety programs and/or national Program Standards which may be more complex.
• Track trends in questions to contribute to the development of FAQ’s for customers and field staff.
• Refer inquiries requiring local attention to the appropriate field rep.
• Communicate & document customer interactions as required
• Demonstrate support to Red Cross by appropriately redirecting customer requests which may fall outside the scope and focus of our programs.
• Contribute to the continuous betterment of the Tier system by providing feedback and suggestions on the escalation process.
• Support a positive business relationship with TP’s, encouraging and supporting growth in new as well as existing programs through referral to field reps.
• Provide support to conference logistics & follow-up when needed
• Support the quality assurance process by guiding the tier system and field reps in use of the established process
• Collaborate with Tier 4 to gather complaint details as needed and action necessary steps in MyRC and AX.
• Coordinate activities of Quality Assurance Advisors under the direction of Tier 4

What we are looking for:

• You have completed a post secondary education
• You have 2-4 years work experience or an equivalent combination of education and experience
• You have a strong knowledge of the First Aid program

Working conditions:

• work will be performed in an office/remote setting which is clean and comfortable
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
• At this time, the CRC has temporarily suspended our Covid-19 vaccination policy and does not require but continues to strongly encourage full vaccination of all our personnel.

Qualified applicants are encouraged to apply as soon as possible – those who apply after the selection process has started may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.

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