Customer Service Representative

4 weeks ago

Tucson, Arizona, United States American Red Cross Full time
Job Title: Call Center Service Agent

About the Role:

We are seeking a highly motivated and customer-focused Call Center Service Agent to join our team. As a Call Center Service Agent, you will be responsible for contacting blood donors by telephone to recruit for blood donation and schedule appointments. You will use a dialer system to target appropriate blood drives for donors, update donor records as needed, and record outcomes of calls.

Key Responsibilities:

  • Contact blood donors by telephone to recruit for blood donation and schedule appointments.
  • Use a dialer system to target appropriate blood drives for donors, update donor records as needed, and 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.

Requirements:

  • 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.

What We Offer:

  • 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.
  • Service Awards and recognition.

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