American Red Cross Hiring for National Platelet Scheduler (Remote) at North Carolina Full Time

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**** As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment ****

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Job Description:

Be responsible for triaging and handling complex contacts (via phone, email or instant messaging) to resolve donor and agent needs while providing exceptional customer service. Perform outbound calls and email communications as needed to respond to donors and agents. Utilize internal processes to track all contacts using multiple systems.

Department hours of operation: 9:00AM to 11:00PM Eastern time (6:00AM to 8:00PM Pacific)

Schedule: Mid-shift – to be determined. Must be willing to work 1 weekend day.

What You’ll Do::
1. Accurately process DRMS Activities and perform administrative duties as assigned to the National Call Center Services Mailbox.
2. Contact donors to respond to questions and provide resolution. Forward medical eligibility questions to the appropriate office as needed.
3. Support agent questions through phone, instant message and/or email. Respond to emails to address the needs of the customer.
4. Process after-hours and downtime messages left in the National Voicemail Inbox.
5. Provide support to inbound call volume.
6. Accurately follow all procedures to ensure work is completed consistently and regulated policies are followed.
7. Use information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed, and record outcomes of calls. Provide high-level customer support through the use of appropriate scripting and timely follow-up.
8. Develop a working knowledge of donor criteria and organizational departments and maintain production standards to meet established collection goals. Maintain accurate records of donors/groups contacted and appointments scheduled avoiding errors, poor customer relations and to ensure sufficient donor availability.

What We Need From You:
Education: High school diploma or equivalent required.
Experience: Minimum six years of customer service, telerecruiting or related equivalent experience required. Includes minimum of 18 months of experience as a Red Cross Telerecruiter.
Skills and Abilities: 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. Ability to adapt to ongoing change.
Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast-paced call center environment is required.
Travel: May be required

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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