American Red Cross Service Agent II - FT in Tucson, Arizona
Responsibilities:1. Perform outbound calling to specialized donors using a dialer system & specialized scripting to recruit for new or repeat blood donations or to cross-sell to new donation procedure. 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.2. Schedule appointments while providing positive service experience to maximize donor show rates.3. Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience.4. Maintain daily production standard, including phone calls and appointments per hour, to meet established collection goals.5. Develop a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates.6. Maintain accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability.7. May develop new leads and implement new donor recruitment programs to ensure an increased donor base and an adequate blood supply.8. Provide back up support to inbound team. Investigates and responds to inquiries on an ongoing basis.9. Perform other related duties as assigned.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.Scope:Provides customer service and solutions to unique donor questions and concerns.Competencies:The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated in order to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further details on the appropriate competencies for a specific position.Essential Functions/Physical Requirements:The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Some local and non-local business travel may be required.Exposure levels are based on the essential functions as stated in this position description; however, in some instances, variances may occur due to the applicable nature of this position within a particular work site. Therefore the work site may determine the exposure level to be greater than or less than the below stated level.This position is in OSHA 0 in view of the fact that normal work involves no exposure to blood or blood components and/or human body fluids or tissue samples as a result of splashes, spills, and/or needlesticks or performance of or assistance in first aid.The American Red Cross is an Equal Opportunity/Affirmative Action 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.Qualifications:High school diploma or equivalent required. Minimum two years of telemarketing, customer service or call center experience is required. Includes minimum of 6 months experience as a Red Cross Telerecruiter.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.
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The American Red Cross is an Equal Opportunity/Affirmative Action 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.
The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.