Customer Services Associate

OneBlood; Saint Petersburg (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

OneBlood is seeking a customer care professional to assist donors through phone, email, live chat, or text, ensuring prompt responses and accurate account updates. You will support front desk duties and mailroom tasks, while contributing to donor satisfaction and operational efficiency.

The role requires a High School diploma or equivalent and 1–2 years of office experience, with strong English communication and computer skills to manage multiple tasks.

Qualifications

• High School diploma or equivalent; 1–2 years office experience preferred.
• Strong phone skills and urgent problem-solving abilities.
• Ability to communicate clearly in writing and speaking English.

Responsibilities

• Resolves customer service inquiries via phone, email, live chat or text and works toward timely resolution.
• Assists with front desk duties during lunch and vacation coverage.
• Covers the mailroom on a rotation; sorts and routes mail promptly.
• Supports management projects as needed.
• Makes Telerecruitment calls to schedule donor appointments.
• Tracks rewards or Fandango tickets mailed to donors.

Skills

Phone skills

Customer service

Multitasking

Written and verbal communication

English proficiency

Office equipment

Microsoft Office

Team collaboration

Time management

Education

High School diploma or equivalent

Tools

Microsoft Office Suite

Job description

Overview

Provides exceptional customer service to donors via phone, e-mail, live chat or text regarding a question or concern, striving to meet each donor’s need in a prompt time frame. Utilizes Customer Care software system to update specific account information for each applicable donor prior to completing a case and reaching daily goals.

Responsibilities

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Resolves customer service inquiries that are received via a phone call, email, live chat or text, providing timely assistance and working on a resolution that satisfies the donor and meets the needs of the business; determines if staff management update is required prior to resolving a case
• Assists with front desk duties during Receptionist lunch and vacation time
• Covers the mailroom on a rotation basis during specific set times each work day; ensures that all external and internal mail is sorted and routed in a timely fashion
• Assists with management projects on an as-needed basis
• Calls Telerecruitment campaigns when assigned or communicated by management while trying to schedule donor appointments
• Tracks and provides detail information for any reward or Fandango movie ticket mailed out to donor.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND/OR EXPERIENCE:

High School diploma or equivalent and one (1) to two (2) years prior office experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, ABILITIES AND SKILLS:

• Strong phone skills including managing calls, quickly finding solutions to inquiries while providing exceptional service and striving towards maintaining donor retention
• Ability to recognize donor frustration and de-escalate donor concerns by showing empathy and providing exceptional service
• Ability to multi-task and organize work for timely completion
• Ability to follow oral and written instructions
• Ability to communicate effectively orally and in writing
• Ability to speak, write, read, and understand standard English
• Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work
• Skill in operating office equipment
• Ability to commute with personal transportation
• Basic computer skills including knowledge of Microsoft Office applications

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve some manual dexterity, visual acuity, hearing acuity, and extended periods of time at a keyboard or work station.

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.

OneBlood is an Equal Opportunity Employer/Vet/Disability/Other Protected Categories