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Form of workJob Description
Under the Direction of the Donor Contact Recruitment Supervisor, and the oversight of the Director of Community Resources, and following Center policy and procedure, solicits blood donations by telephone recruiting. Makes outgoing calls to established donors, scheduling appointments, and updating donor information.
ESSENTIAL DUTIES AND RESPONSIBILITIES may include but not limited to:
- Makes telephone calls to established donors urging them to donate blood and/or blood products, based on donor eligibility, blood type, and inventory needs.
- Updates donor records for changes in name, address, work/home telephone number and fund code when applicable. Adds comments to donor file when appropriate.
- As directed by the Donor Contact Recruitment Supervisor, answers donors’ questions appropriately and within the scope of knowledge and responsibility. Fills out green sheets accurately and completely as given information by donors. Refers deferral questions, and other general questions, that are out-of-expertise to the Donor Services Department.
- Performs reception/front desk duties as assigned which may include keeping In/Out Visitor Roster each day, distributing internal mail, opening and closing front desk reception area, monitoring surveillance cameras at entrance/exit gates and controls access/egress of external customers.
- Meets educational and certification requirements of Shepeard Community Blood Center and Community Resources department.
- Conducts self in departmental and interdepartmental relations in a manner that promotes teamwork and a positive work environment.
- Works a flexible schedule which includes weekdays and weekends, as well as traveling to and providing coverage of all Center locations or mobile blood drive if needed.
- Assists all departments and promotes positive customer relations to achieve internal harmony and donor retention.
- Other duties as assigned.
SCOPE OF AUTHORITY REPORTING:
The employee is required to perform assigned daily routines on a timely basis. The employee is expected to work with other departmental employees, as well as employees in other departments, as a team to provide the best quality service to donors.
The employee reports to the Donor Contact Recruitment Supervisor.
QUALIFICATIONS:Education
- High school or equivalent. Completion of sales, communication and computer data entry courses preferred.
- Knowledge and skill set to sell by telephone and use a computer system with a relational data base.
Experience
- Ability to demonstrate telephone sales skills and data entry skills that would normally be acquired with one (1) year experience with public facing role, preferably in a sales or Customer Service job.
- Call center and receptionist experience preferred.
Knowledge and Skill Abilities
- Must have excellent persuasive skills to be able to successfully convince donors to give blood.
- Must have good interpersonal skills and intuition to be able to interact well with the donor over the telephone.
- Must have accurate data entry skills to make critical modifications of donor permanent records.
- Must have temperament to work as a team player in close quarters with a diverse group of co-workers.
- May be required to move files or other materials weighing 35 pounds.
- Must be able to work a flexible schedule.
Licenses/Certifications
N/A
PHYSICAL SKILLS/REQUIREMENTS:
Employee will be regularly required to remain in a stationary position for extended periods of time; moves through the office to complete routine tasks; operates office machinery/computer; and frequently communicates with employees and donors.
WORKING CONDITIONS:Works in a busy office environment with good lighting and climate control. Must be able to sit for long periods of time at a telephone console; possibly wearing a headset while performing a repetitive task. Work involves stress from production requirements, noise distractions and a close working environment with diverse group of co-workers.
All applicants selected for hire must undergo a pre-employment drug screening.
