Customer Care Associate

Job Description

Job Description

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

Company Description

OneBlood is a not-for-profit 501(c)(3) community asset responsible for providing safe, available and affordable blood to more than 200 hospital partners and their patients. The service area of OneBlood includes Florida, Southern Georgia, North Carolina and South Carolina.

The OneBlood name is a constant reminder of the collective power we share to save another person’s life.

Company Description

OneBlood is a not-for-profit 501(c)(3) community asset responsible for providing safe, available and affordable blood to more than 200 hospital partners and their patients. The service area of OneBlood includes Florida, Southern Georgia, North Carolina and South Carolina. \r\n\r\nThe OneBlood name is a constant reminder of the collective power we share to save another person’s life.