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Role Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Key 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 donors, update donor records as needed, and record outcomes of calls.
• Schedule appointments while providing a 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 and 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.

Qualifications

• 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 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.
• If a prior employee or contractor, must be eligible for rehire.

Requirements

• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

Benefits

• 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