American Red Cross

Call Center Agent I

American Red Cross

full-time

Posted on:

Location Type: Hybrid

Location: Tucson • Arizona • United States

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Salary

💰 $16 per hour

Job Level

Junior

About the role

  • 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.

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
telemarketingcustomer servicecall center experiencesalesnegotiationrecord keepingappointment schedulingdonor eligibility knowledgemulti-taskingproblem-solving
Soft Skills
excellent customer serviceeffective verbal communicationability to work with difficult customersdesire to advocateinterest in promotingpositive service experienceattention to detailadaptabilityteamworktime management
Certifications
high school diplomaGED