WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE

Our Blood Institute is seeking a Customer Service Representative to work from home and engage with the public to support their lifesaving mission. The role involves making calls to potential donors, scheduling appointments, and maintaining high standards of customer service while ensuring confidentiality and compliance with regulations.

Responsibilities:

• Call donors on assigned lists for the purpose of gaining commitment for donation
• Meet calls per hour standards
• Follow scripts & talking points as directed
• Leave quality recorded messages with accurate information
• Schedule donor procedure appointments in accordance with donor commitment
• Consistently meet all monthly performance metrics
• Record information in a neat, accurate and timely manner
• Make follow-up and reminder calls
• Answer incoming calls, routing and assisting callers as appropriate
• Educate donors about automated donation procedures as instructed working to gain commitment for the donor to "power up" & donate through an automated procedure
• Consistently maintain a high level of customer service in all outbound or inbound calls with a pleasant attitude and appropriate follow-up on concerns and requests
• Maintain confidentiality with regard to all medical and other private donor, client, and business information
• Maintain and update donor call profiles through accurate data entry
• Route medical questions through appropriate channels
• Maintain a high standard of integrity and confidence in all communication with donors
• Comply with all applicable compliance, safety directives and regulations
• Assist in the training of paid and volunteer staff when needed

Requirements:

• High school diploma or equivalent
• Pleasant voice and professional manner required
• Ability to effectively communicate to the public over the phone
• One year previous experience in customer service or telemarketing position preferred
• Flexibility to work unscheduled or long hours in response to a crisis or special blood needs