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Call Center Service Agent

3 months ago

Tucson, United States American Red Cross Full time
By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Join usWhere your Career is a Force for Good

Job Description:

Why Choose Us?
As one of the nations premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Womens Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine

OUR IDEAL CANDIDATE:

We are seeking customer-focused, outgoing and compassionate individuals to contact blood donors and schedule appointments in our fast-paced environment. Service Agents follow scripting and have excellent attention to detail.

WHERE YOUR CAREER IS A FORCE FOR GOOD:

Key Responsibilities:

  • Contact blood donors by telephone using a dialer system to recruit for blood donation. Use information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls.
  • Schedule appointments while providing positive service experience to maximize donor show rates.
  • Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience.
  • Maintain daily production standard, including phone calls and appointments per hour, to meet established collection goals.
  • Develop a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates.
  • Maintain accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability.
  • May develop new leads and implement new donor recruitment programs to ensure an increased donor base and an adequate blood supply.
  • Respond to or transfer inbound calls to the appropriate party.
  • Perform other related duties as assigned.
  • May coordinate support of community and business donor groups to assure a positive image of the American Red Cross.

    The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.

This is a Remote Position; however, you must live in or around the Tucson, AZ area. The first day and possibly 2 - 3 days will be at the Tucson Call Center.

Standard Schedule (full time)
Sunday 8:30am- 5:00pm, Monday Thursday 10:30am- 7:00pm

(Friday & Saturday OFF)

Pay Information: $15.50 Per Hour, Plus Shift Differential

WHAT YOU NEED TO SUCCEED:

  • Must be able to commit to 90 days of uninterrupted employment.(100% attendance required).
  • Must be able to commit to the schedule referenced above.
  • High school diploma or equivalent required (GED).
  • Minimum one year of related experience (telemarketing, customer service or call center) is required.
  • Prior sales or negotiation experience is a plus.
  • Proficient in using multiple computer applications simultaneously in a fast-paced environment to quickly and efficiently meet donor service needs.
  • Excellent customer service and problem-solving skills required.
  • Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast-paced call center environment is required.
  • Desire to advocate and learn more about blood donations with an interest in promoting upwards.
  • If a prior employee or contractor, must be eligible for rehire.
*Combination of candidates education and general experience satisfies requirements so long as the total years equate to descriptions minimum education and general experience years combined (Management experience cannot be substituted).

WHAT WILL GIVE YOU THE COMPETITIVE EDGE:

Sales experience, outbound calls experience and strong computer skills


BENEFITS FOR YOU:

We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

  • Medical, Dental Vision plans
  • Health Spending Accounts & Flexible Spending Accounts
  • PTO: Starting at 15 days a year; based on FLSA status and tenure
  • Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
  • 401K with 5% match
  • Paid Family Leave
  • Employee Assistance
  • Disability and Insurance: Short + Long Term
  • Service Awards and recognition
Apply now Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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Interested in Volunteering?

Lifes emergencies dont stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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