[Hiring] Customer Care Coordinator II @American Red Cross

Role Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network, joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

What You Will Do

• Support all BioMed customers through multiple channels, including but not limited to:
  • Database maintenance
  • Direct mail
  • Email
  • Facebook
  • Health History support
  • Modifications/Data Entry
  • Mobile App support
  • Phone Calls
  • Scheduling appointments
  • Tele-recruitment
  • Text
  • Web support
• Operational support and administrative duties using one or multiple systems with little supervision
• Exercising confidentiality, independent discretion, and judgment
• Prepare reports as requested
• Other tasks could include list generation, scheduling appointments, request donor card, and any other activities required to support our customers
• Coordinate work with internal and external audiences, including vendors, and identify appropriate escalation paths for work activities as needed
• Receive customer communications nationwide. Resolve customer issues directly and/or work with any internal team member to escalate and resolve issues quickly to ensure satisfaction
• Develop, coordinate and execute on the response to a customer request including direct contact with a donor or sponsor. Provide excellence customer service during any touch point with donors, sponsors or internal team members

Personal Responsibilities

• Accountable for daily and weekly productivity
• Attendance
• Quality Assurance
• Monthly Reviews
• Maintaining a professional work environment

Hours for this position are 11:45 am to 8:15 pm Central Standard Time, Sunday through Thursday or Tuesday through Saturday. Training hours will be 9:00 am to 5:30 pm Central Standard Time, Monday – Friday for approximately 3 months. It is imperative that you are here during ALL necessary training.

Pay Information

The salary range for this position is $17.50 - $18.00/hr. 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.

Qualifications

• High school diploma or equivalent required - Associate’s or Bachelor’s degree preferred
• Minimum one year of related customer service work experience
• Advanced level of computer skill proficiency, including knowledge of word processing, Excel spreadsheet and database applications, website/internet tools and Microsoft Office applications is required
• Experience (CRM) Customer Relationship Management marketing organizations preferred

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition