WORK FROM HOME - Customer Support Agent - American Red Cross

** TEMPS CANNOT BE ABSENT AT ANY TIME DURING TRAINING - Time off during training is not permitted and you must be present each day.

Personal business must be handled outside of training and working hours.

** WHEN WORKING FROM HOME, CANDIDATE MUST BE IN A QUIET SPACE (INTERUPTIONS ARE NOT ACCEPTABLE) AS THEY WILL BE ON THE PHONE WITH DONORS.

Local Charlotte, NC candidates ONLY

Temp to Perm

Must be able to train on-site the first few days. After that, the worker will be remote until the office is fully open.

Job Duties:

• Perform a variety of tele-recruiting functions in support of the 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 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 ARCBS. Other 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.

VACCINATION UPDATE: All new hires be vaccinated against COVID-19 as a condition of employment. This means that all individuals working for the organization 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 - Mon 7:45 am - 4:30 pm, Tues ? Friday - 10:00 am to 6:30 pm.

Week 2 ? Nesting/OJT (remote Learning) at home - Mon-Fri - 10:00 am to 6:30 pm

Week 3 ? Mon-Thurs continue Nesting/OJT - 10:00 am to 6:30 pm

Week 3 ? Fri Production ? Will resume Sunday-Thursday Schedule

ACTUAL WORK SCHEDULES AFTER 3 WEEKS OF TRAINING COMPLETED:

FULL-TIME: Sun-11:30am-8:00pm AND Mon-Thurs - 12:00pm-8:30pm