Experienced Customer Support Agent – Tele-Recruiting and Donor Engagement

At arenaflex, we're dedicated to providing exceptional customer service and support to our valued donors and community partners. As a key member of our team, you'll play a vital role in recruiting blood donors and promoting a positive image of the American Red Cross Blood Services (ARCBS). If you're passionate about delivering outstanding customer experiences and working in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading organization in the non-profit sector, dedicated to providing lifesaving blood products and services to patients in need. Our team of dedicated professionals is committed to excellence, compassion, and innovation, and we're seeking like-minded individuals to join our mission.

Job Summary

As an Experienced Customer Support Agent, you'll work from home, providing exceptional customer service and support to blood donors and community partners. You'll be responsible for recruiting blood donors through tele-recruiting functions, using a dialer system to contact donors and schedule appointments. You'll also develop a working knowledge of donor criteria, maintain accurate records, and respond to inbound calls.

Key Responsibilities

* Perform a variety of tele-recruiting functions in support of defined goals for the Division

• 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 donors, update donor records as needed, and 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 standards, 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 ARCBS

Qualifications

* High school diploma or equivalent required

• Minimum one year of telemarketing, customer service, or call center experience 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

Vaccination Requirement

As a condition of employment, all new hires must be vaccinated against COVID-19. This means that all individuals working for arenaflex must be fully vaccinated against COVID-19 by the start of their employment or have begun the vaccination process prior to their start date. Upon being offered a position, individuals will be required to submit proof of vaccination.

Training Schedule

* Week 1: Training is in-house + Training Hours: Monday, 7:45 am - 4:30 pm, Tuesday - Friday, 10:00 am to 6:30 pm

• Week 2: Nesting/OJT (remote learning) at home

+ Monday - Friday, 10:00 am to 6:30 pm

• Week 3: Continue Nesting/OJT

+ Monday - Thursday, 10:00 am to 6:30 pm + Friday: Production + Resume Sunday - Thursday schedule

Actual Work Schedules After 3 Weeks of Training Completed

* Full-time: Sunday, 11:30 am - 8:00 pm, and Monday - Thursday, 12:00 pm - 8:30 pm

What We Offer

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support to ensure success in your role

How to Apply

If you're passionate about delivering exceptional customer service and working in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply for this job