At arenaflex, we're dedicated to making a difference in the lives of our community by providing exceptional customer service and support to our valued donors. As an Experienced Customer Support Agent, you'll play a vital role in our tele-recruiting efforts, connecting with blood donors to encourage them to give the gift of life. If you're passionate about delivering outstanding customer experiences, working in a fast-paced environment, and making a positive impact, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading organization in the healthcare industry, committed to providing high-quality services to our community. Our team is comprised of 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 dynamic and supportive group of individuals who are passionate about their work.
**Job Summary**
We're seeking an Experienced Customer Support Agent to join our team on a temporary to permanent basis. As a Customer Support Agent, you'll be responsible for performing a variety of tele-recruiting functions, including contacting blood donors by telephone, scheduling appointments, and maintaining accurate records. This is a remote opportunity, and you'll be working from home after completing an initial on-site training period.
**Key Responsibilities**
* Perform a variety of tele-recruiting functions in support of arenaflex's defined goals for the Division
* Contact blood donors by telephone using a dialer system to recruit for blood donation
* Use information from multiple computer systems simultaneously to target appropriate blood drives for donors, update donor records as needed, and record outcomes of calls
* Schedule appointments while providing positive service experience to maximize donor show rates
* Follow a process and appropriate scripting for conducting a call with a donor to ensure a consistent donor experience
* Maintain daily production standards, including phone calls and appointments per hour, to meet established collection goals
* Develop a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates
* Maintain 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 an adequate blood supply
* Respond to or transfer inbound calls to the appropriate party
* Perform other related duties as assigned
* May coordinate support of community and business donor groups to assure a positive image of arenaflex
**Qualifications**
* High school diploma or equivalent required
* Minimum one year of telemarketing, customer service, or call center experience is required
* 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
* Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast-paced call center
**Essential Skills and Competencies**
* Strong communication and interpersonal skills
* Ability to work in a fast-paced environment with multiple priorities
* Proficiency in using multiple computer applications simultaneously
* Excellent customer service and problem-solving skills
* Ability to work with potentially difficult customers
* Strong organizational and time management skills
**Career Growth Opportunities and Learning Benefits**
As a valued member of our team, you'll have access to a range of career growth opportunities and learning benefits, including:
* Ongoing training and development programs to enhance your skills and knowledge
* Opportunities for career advancement and professional growth
* A supportive and dynamic work environment
* Access to a range of employee benefits and perks
**Work Environment and Company Culture**
arenaflex is committed to providing a supportive and inclusive work environment that values diversity, equity, and inclusion. Our team is comprised of 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 dynamic and supportive group of individuals who are passionate about their work.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A competitive hourly rate
* Opportunities for career advancement and professional growth
* A supportive and dynamic work environment
* Access to a range of employee benefits and perks, including health insurance, paid time off, and more
**Training Schedule**
The training schedule for this role is as follows:
* Week 1: On-site training at arenaflex's office (Monday to Friday, 7:45 am to 4:30 pm)
* Week 2: Remote learning at home (Monday to Friday, 10:00 am to 6:30 pm)
* Week 3: Continued remote learning at home (Monday to Thursday, 10:00 am to 6:30 pm) and production on Friday
**Actual Work Schedule**
After completing three weeks of training, the actual work schedule for this role will be as follows:
* Full-time: Sunday (11:30 am to 8:00 pm) and Monday to Thursday (12:00 pm to 8:30 pm)
**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.
**How to Apply**
If you're passionate about delivering outstanding customer experiences, working in a fast-paced environment, and making a positive impact, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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