[Hiring] National Customer Care Representative @Vitalant

Role Description

Vitalant is seeking a National Customer Care Representative dedicated to making a positive difference. If you are customer-focused and impact-inspired to help others, and making a difference is vital for you, you'll experience a career built on purpose, an organization created to care, and a team committed to lead – together.

Your impact as a National Customer Care Representative is vital. You will actively contribute to supporting Vitalant's life-saving mission by addressing donor inquiries and providing scheduling assistance through various channels, including:

• Website interactions
• Live chat
• Social media
• Email
• Phone assistance

As a National Customer Care Representative, you'll get to:

• Investigate, diagnose, and troubleshoot donor inquiries and issues, offering suitable solutions and alternatives while adhering to response times and guidelines to ensure timely resolution follow up.
• Cultivate lasting relationships with donors and prospective donors through interactive communication channels, including website, chat, text, email, and phone.
• Identify recurring system or application issues and escalate to the leadership team.
• Resolve escalated issues related to donor portal, donor store, and website troubleshooting.
• Assist with donor scheduling.
• Monitor and analyze customer feedback.

Qualifications

• High school diploma or GED (Required)
• Bilingual (Spanish) (Strongly Preferred)
• Must pass bilingual certification provided by Vitalant.
• Two years of contact or call center experience (Required)
• One year of text, chat, social media, and website support (Preferred)
• One year of technical customer service (e.g., password reset or creating username, creating donor portal and store accounts) (Preferred)
• Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
• Must be able to maintain confidentiality.
• Must have effective oral and written communication skills.
• Must pass grammar assessment.
• Must have proficient computer skills in a variety of platforms and alternatives including website support, live chat, and text platforms.
• Ability to think and work independently, and ability to multi-task.
• Ability to work flexible hours including evenings and weekends.
• Must have good customer service and interpersonal skills.

Requirements

• Pay: $17.50 - $20.10 per hour
• Shift and bilingual premium pay opportunity
• Start Date: 8/24
• Schedule Opportunities:
• Tuesday - Friday 11:30am - 8pm & Saturday 10:30am - 7pm (Arizona Time)
• Monday - Thursday 11:30am - 8pm & Sunday 10:30am - 7pm (Arizona Time)
• Schedule is selected based on business needs.

Benefits

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement savings with 5% company match
• Tuition assistance and professional development opportunities
• Employee assistance and wellness resources
• A commitment to work-life balance through generous paid time off, paid holidays, and wellness-focused benefits
• Health savings and flexible spending accounts
• Employee recognition and service award programs
• Discounted event tickets, gym memberships, Hinge Health support, and exclusive employee offers