Job Description:
Joining the American Red Cross is like nothing else. 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.
When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. As you dedicate yourself to caring for others, you are embraced with generous compensation and benefits, and you become part of a community that cherishes and values you both professionally and personally.
Where Your Career is a Force for Good!
Our Ideal Platelet Scheduler Will:
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.
Schedule: Tuesday through Saturday 11:30am - 8pm(EST)
Pay: $18.00 - $22.00 per hour
Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.
What You’ll Do:
Accurately process DRMS Activities and perform administrative duties as assigned to the National Call Center Services Mailbox.
Contact donors to respond to questions and provide resolution. Forward medical eligibility questions to the appropriate office as needed.
Support agent questions through phone, instant message and/or email. Respond to emails to address the needs of the customer.
Process after-hours and downtime messages left in the National Voicemail Inbox.
Provide support to inbound call volume.
Accurately follow all procedures to ensure work is completed consistently and regulated policies are followed.
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.
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 You Need To Succeed:
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.
Benefits For You:
As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:
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 Program
Disability and Insurance: Short + Long Term
Service Awards and recognition
Apply now! Joining our team will provide you with the opportunity to make a difference every day.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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.
AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.
Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.
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