Customer Services Associate

OneBlood • Orlando, FL

2d

About The Position

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. Utilizes Customer Care software system to update specific account information for each applicable donor prior to completing a case and reaching daily goals. Responsibilities The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. 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 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Requirements

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED