Customer Service Representative (Piedmont)

HOURS: Monday-Friday 10:00am-7:00pm, rotating Saturday or Sunday as needed. 

POSITION OVERVIEW

Reporting to the Customer Service Manager, the role of The Blood Connection’s Customer Service Representative is to enhance and maximize the customer and donor experience through providing excellent care and support to all who may contact TBC’s Response Center. The Customer Service Representative must reflect professionalism, competency, exemplary customer service skills and genuine appreciation for the customer/donor and the values and mission of The Blood Connection. This position requires skills in managing multiple tasks simultaneously, critical thinking, and professional communication.

ESSENTIAL FUNCTIONS

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on donating blood, eligibility, TBC Rewards, making an appointment, finding a drive/center, etc.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism; when the issue is beyond the representative’s knowledge, forwards to the Customer Service Manager or other appropriate staff/department.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Perform other duties assigned by Customer Service Manager.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• Customer service experience required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Team oriented and customer focused.
• Professional communication skills required.
• Ability to adapt and pick up new techniques.
• Proficiency with various computer programs used for analyzing data.

PHYSICAL DEMANDS

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

• Prolonged periods sitting at a desk and working on a computer.
• Lifting and/or pulling/pushing up to 50 pounds
• Standing or walking for an extended period
• Bending and twisting