Customer Care Associate

Provides exceptional customer service to donors via phone, e-mail, live chat or text regarding a question or concern, striving to meet each donor’s need in a prompt time frame.

Schedule: This is a full-time position and the set schedule is Monday - Friday from 9:30am - 6pm and you would work two Saturday's a month from 8am - 4:30pm. When working on Saturday, you would get Sunday and one other weekday off of your choice.

Responsibilities

• Resolves customer service inquiries that are received via a phone call, email, live chat or text, providing timely assistance and working on a resolution that satisfies the donor and meets the needs of the business; determines if staff management update is required prior to resolving a case
• Assists with front desk duties during Receptionist lunch and vacation time
• Covers the mailroom on a rotation basis during specific set times each work day; ensures that all external and internal mail is sorted and routed in a timely fashion
• Assists with management projects on an as-needed basis
• Calls Telerecruitment campaigns when assigned or communicated by management while trying to schedule donor appointments
• Tracks and provides detail information for any reward or Fandango movie ticket mailed out to donor.

Qualifications

EDUCATION AND/OR EXPERIENCE:

High School diploma or equivalent and one (1) to two (2) years prior office experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, ABILITIES AND SKILLS:

• Strong phone skills including managing calls, quickly finding solutions to inquiries while providing exceptional service and striving towards maintaining donor retention
• Ability to recognize donor frustration and de-escalate donor concerns by showing empathy and providing exceptional service
• Ability to multi-task and organize work for timely completion
• Ability to follow oral and written instructions
• Ability to communicate effectively orally and in writing
• Ability to speak, write, read, and understand standard English
• Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work
• Skill in operating office equipment
• Ability to commute with personal transportation
• Basic computer skills including knowledge of Microsoft Office applications

PHYSICAL REQUIREMENTS:

Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve some manual dexterity, visual acuity, hearing acuity, and extended periods of time at a keyboard or work station.

OneBlood is an Equal Opportunity Employer/Vet/Disability/Other Protected Categories