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.
