Job Description
Title: Service Agent I – PT
Location: Tucson, AZ, United States
Part TIme
As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.
At the American Red Cross, you have a direct impact on a meaningful mission. When you join our team, you can help save lives every day. You’ll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.
Medical, Dental, Vision plans
Health Spending Accounts & Flexible Spending Accounts
PTO
401K with 4% match
Paid Family Leave
Employee Assistance
Service Awards and recognition
This is a Remote Position, however, you must live in the Tucson, AZ area. The first day and possibly 2 – 3 days will be at the Tucson Call Center.
Standard Schedule:
Sunday 2:00pm- 6:00pm , Monday Thursday 4:00pm- 8:00pm
(Friday & Saturday OFF)
or
Tues, Wed, Thursday , 4:00pm- 8:00pm, Fri. 1:30pm -5:30pm, Sat 8am -12pm
(Sunday & Monday Off)
Pay Information:
$15.50 Per Hour + Shift Differential
This position offers a base pay + bonus eligibility, shift differential, a comprehensive benefits package and vacation accrual begins after 90 days of employment.
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 telemarketing, customer service or call center experience 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.
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.