Tucson PT Call Center Agent I-November

American Red Cross; Phoenix (AZ); Remote; USD 18,000 - 26,000; Part time

Benefits offered by this job

Medical, Dental Vision plans

Health Spending Accounts & Flexible FS

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, 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.

This remote position requires living in or near the Tucson, AZ area; the first day and possibly 2-3 days will be at the Tucson Call Center. Part-time schedule and $16.00 per hour with shift differential are offered.

Qualifications

• Must commit to 90 days of uninterrupted employment (100% attendance).
• Must commit to one of the schedules above.
• High school diploma or equivalent required (GED).
• Minimum one year of related experience (telemarketing, customer service or call center).
• Prior sales or negotiation experience is a plus.
• Proficient in using multiple computer applications simultaneously in a fast-paced environment to quickly meet donor service needs.
• Excellent customer service and problem-solving skills required.
• Effective verbal communication skills and ability to handle difficult customers in a fast-paced call center.
• Desire to advocate and learn more about blood donations with opportunities for advancement.
• If a prior employee or contractor, must be eligible for rehire.

Responsibilities

• Contact blood donors by telephone using a dialer system to recruit for blood donation; update donor records and record outcomes.
• Schedule appointments while providing positive service to maximize donor show rates.
• Follow scripting to ensure a consistent donor experience.
• Maintain daily production standard, including calls and appointments per hour, to meet goals.
• Develop working knowledge of donor criteria to inform eligibility and reduce deferral rates.
• Maintain accurate donor records to avoid errors and ensure donor availability.
• May develop new leads and donor recruitment programs to increase the donor base.
• Respond to or transfer inbound calls to the appropriate party.
• Perform other related duties as assigned.
• Coordinate support of community donor groups to uphold the organization's image.

Skills

Telemarketing

Customer service

Call center

Verbal communication

Problem solving

Negotiation

Education

High school diploma or GED

Tools

Phone dialer

CRM systems

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.

Remote Position

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 (Part Time)

Tues, Wed, Thursday, 3pm-7:00pm, Fri. 12:30pm-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

• 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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.