Tucson FT Call Center Agent I- August

Job Summary

We are seeking customer-focused, outgoing and compassionate individuals to contact blood donors and schedule appointments in our fast-paced environment.

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.

Qualifications

• Must be able to commit to 90 days of uninterrupted employment.
• Must be able to commit to one of the schedules referenced above.
• A 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.
• 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).

Pay Information

$16.00 Per Hour, Plus Shift Differential

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