Experienced Customer Support Agent – Tele-Recruiting and Donor Engagement

At arenaflex, we're dedicated to making a difference in the lives of others through our commitment to providing exceptional customer service and support. As an Experienced Customer Support Agent, you'll play a vital role in our tele-recruiting efforts, connecting with blood donors and scheduling appointments to meet our collection goals. If you're passionate about delivering top-notch customer experiences, working in a fast-paced environment, and making a positive impact, we want to hear from you!

About arenaflex

arenaflex is a leading organization in the healthcare industry, dedicated to providing life-saving blood products to those in need. Our team is comprised of passionate and dedicated professionals who share a common goal: to make a difference in the lives of others. As a valued member of our team, you'll have the opportunity to work with a talented group of individuals who are committed to excellence and customer satisfaction.

Job Summary

We're seeking an Experienced Customer Support Agent to join our team on a temporary to permanent basis. As a tele-recruiter, you'll be responsible for contacting blood donors by telephone, scheduling appointments, and providing exceptional customer service to maximize donor show rates. This is a remote opportunity, with the option to work from home and enjoy a flexible schedule. If you're a motivated and customer-focused individual with a passion for making a difference, we encourage you to apply!

Key Responsibilities

As an Experienced Customer Support Agent, you'll be responsible for:

• Performing a variety of tele-recruiting functions in support of our defined goals for the Division
• Contacting blood donors by telephone using a dialer system to recruit for blood donation
• Using information from multiple computer systems simultaneously to target appropriate blood drives for donors, update donor records as needed, and record outcomes of calls
• Scheduling appointments while providing positive service experiences to maximize donor show rates
• Following a process and scripting for conducting calls with donors to ensure a consistent donor experience
• Maintaining daily production standards, including phone calls and appointments per hour, to meet established collection goals
• Developing a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates
• Maintaining accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations, and ensure sufficient donor availability
• May develop new leads and implement new donor recruitment programs to ensure an increased donor base and adequate blood supply
• Responding to or transferring inbound calls to the appropriate party
• Performing other related duties as assigned

Qualifications

To be successful in this role, you'll need:

• A high school diploma or equivalent
• Minimum one year of telemarketing, customer service, or call center experience
• Proficiency 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
• Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast-paced call center

Vaccination Requirement

As a condition of employment, all new hires must be vaccinated against COVID-19. This means that all individuals working for arenaflex must be fully vaccinated against COVID-19 by the start of their employment or have begun the vaccination process prior to their start date. Upon being offered a position, individuals will be required to submit proof of vaccination.

Training Schedule

Our training program is designed to ensure your success in this role. Here's an overview of our training schedule:

• Week 1: In-house training at our office

+ Monday: 7:45 am - 4:30 pm + Tuesday - Friday: 10:00 am - 6:30 pm

• Week 2: Remote learning (Nesting/OJT) at home

+ Monday - Friday: 10:00 am - 6:30 pm

• Week 3: Continue remote learning (Nesting/OJT) at home

+ Monday - Thursday: 10:00 am - 6:30 pm + Friday: Production (resumes Sunday-Thursday schedule)

Actual Work Schedule

After completing three weeks of training, you'll be working a full-time schedule:

• Sunday: 11:30 am - 8:00 pm
• Monday - Thursday: 12:00 pm - 8:30 pm

Why Join arenaflex?

As a valued member of our team, you'll enjoy:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Flexible scheduling and remote work options
• A chance to make a positive impact in the lives of others

How to Apply

If you're a motivated and customer-focused individual with a passion for making a difference, we encourage you to apply for this exciting opportunity! Please visit our website to submit your application and join our team at arenaflex. Apply for this job