Customer Services Associate

Job ID
2021-8167
Location
Charlotte NC
Department
Customer Care
Geographic Location
US-NC-Charlotte
Category
Customer Service/Support

Overview

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 meeting or exceeding daily measurements.

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.

 

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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

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.

 

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. 

 

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.  The noise level in the work environment is usually moderate.

 

OneBlood is an Equal Opportunity Employer/Vet/Disability/Other Protected Categories

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