REMOTE - Call Center Representative

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

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