Tucson FT Call Center Agent I-November

American Red Cross; United States; Remote; USD 44,083,000 - 49,594,000; Full time

Benefits offered by this job

Medical, Dental Vision plans

Health Spending Accounts & Flexible 2

PTO: Starting at 15 days a year

Holidays: 11 paid holidays

401K with up to 6% match

Paid Family Leave

Employee Assistance

Service Awards and recognition

Job summary

The American Red Cross is seeking customer-focused individuals to contact blood donors and schedule appointments in a fast-paced environment. Service Agents follow scripting, have excellent attention to detail and strong computer skills.

This remote position requires you to live in or near the Tucson, AZ area, with the first day and possibly 2-3 days at the Tucson Call Center. The schedule includes daytime hours and a $16.00 per hour pay rate plus shift differential.

Qualifications

• Minimum one year of related experience (telemarketing, customer service or call center) is required.
• Proficient in using multiple computer applications simultaneously in a fast-paced environment to meet donor service needs.
• Excellent customer service and problem-solving skills required.

Responsibilities

• Contact blood donors by telephone to recruit for blood donation and update donor records.
• Schedule appointments to maximize donor show rates.
• Follow scripting to ensure a consistent donor experience.
• Maintain daily production standards for calls and appointments.
• Develop knowledge of donor criteria to inform eligibility and reduce deferrals.
• Maintain accurate donor and appointment records to avoid errors and ensure donor availability.
• Assist with donor recruitment programs to increase donor base and blood supply.
• Respond to or transfer inbound calls as needed.
• Coordinate support of community and business donor groups.

Skills

Telemarketing

Customer service

Call center

Education

High school diploma or GED

Job description

Job Description

When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Job Summary

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, have excellent attention to detail and have strong computer skills.

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 NEAR THE TUCSON, AZ AREA . The first day and possibly 2 - 3 days will be at the Tucson Call Center.

Standard Schedule (Full Time)

Tues, Wed, Thursday, 9:30am-7:00pm, Fri. 7am -4:30pm, Sat 7:00am -11:00am (Sunday & Monday Off)

OR

Sunday 8:30pm-5pm , Monday - Thursday 10:30am-7pm( Off Friday & Saturday)

Pay Information

$16.00 Per Hour, Plus Shift Differential

Qualifications

• Must be able to commit to 90 days of uninterrupted employment.(100% attendance required).


• Must be able to commit to one of the schedules 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 candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

Benefits for You

• Medical, Dental Vision plans


• Health Spending Accounts & Flexible Spending Accounts


• PTO: Starting at 15 days a year; based on type of job and tenure


• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays


• 401K with up to 6% match


• Paid Family Leave


• Employee Assistance


• Service Awards and recognition

The American Red Cross is an Equal Opportunity 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.