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

High school diploma or equivalent required (GED)
Minimum one year of related experience (telemarketing, customer service or call center) 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
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.

Medical, Dental Vision plans
Health Spending Accounts & Flexible Spending Accounts
PTO: Starting at 15 days a year; based on type of job and tenure
Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
401K with up to 6% match
Paid Family Leave
Employee Assistance
Service Awards and recognition

Call Center Agent I

Key skills