REMOTE - Call Center Representative - American Red Cross

Job Duties

We are seeking a Call Center Representative to perform a variety of tele-recruiting functions

• Schedule appointments while providing positive service experience to maximize appointment rates.
• Understands the policies and procedures associated with programs at the center.
• Maintains confidentiality of all personnel, donor and center information.
• May be cross-trained in other areas to meet the needs of the business.
• 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.

Qualifications

• High school diploma or equivalent required.
• Minimum one year of telemarketing, customer service or call center experience 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.