We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve.  Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference. 

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine! 

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.

Department hours of operation: 9:00AM to 11:00PM Eastern time (6:00AM to 8:00PM Pacific)

Schedule: Mid-shift - to be determined. Must be willing to work 1 weekend day.

Pay: $16-$20.00 per hour (DOE).

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:

We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn.

• Medical, Dental Vision plans

• Health Spending Accounts & Flexible Spending Accounts

• PTO + Holidays

• 401K with 5% match

• Paid Family Leave

• Employee Assistance

• Disability and Insurance: Short + Long Term

• Service Awards and recognition