Service Agent I

Service Agent I

Requirements

• 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.
• 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.

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.

Preferred Qualifications

• Prior sales or negotiation experience is a plus.