DONOR SUPPORT SPECIALIST (HYBRID)

Job Description

Job Description

HYBRID WORK FROM HOME AND ON-SITE CAREER THAT HELPS SAVE LIVES

Must live in Oklahoma, Texas, or Arkansas to be considered

Are you interested in a career that allows you to work from home and on-site to be part of a life-saving mission? Our Blood Institute is looking for Donor Support Specialists interacts with the public on individual basis in support of Our Blood Institute's life-saving mission and service to contacts seeking assistance or information. A successful candidate must have a high school diploma or equivalent, pleasant voice and professional manner. They must have the ability to prepare educational documents, power points and knowledge evaluation. The Donor Support Specialist must have the ability to effectively communicate to the public via phone, text, and chat. Bilingual is a PLUS! Also, candidates must have home internet and cell phone and Our Blood Institute will provide a computer for work purposes.

Location: Hybrid - Work from home and on-site (On-site training)

Pay: $15.00 an hour or based on education and/or experience; $500 bonus after 6 months and $1,000 bonus after 1 year!

Responsibilities:

• Answer inbound calls using the Five9 dialer system, routing and assisting donors as appropriate
• Review recorded messages and return donor calls as assigned
• Respond to chatbot inquiries, incoming text messages, and emails in a timely and professional manner
• Schedule donor procedure appointments in accordance with donor commitment, eligibility, and operational guidelines
• Assist donors with Donor Portal login support and basic navigation
• Maintain, document, and update donor profiles with appropriate and important information in HemaConnect through accurate and timely data entry
• Document appointment exceptions and complete assigned donor follow-up as needed
• Manage assigned Donable tray items and respond to basic Donable support inquiries
• Track, document, and resolve promotional and voucher-related inquiries
• Follow up on and resolve Reward Store issues in a timely manner
• Collaborate with internal departments to address and resolve routine donor needs
• Work assigned open call lists using approved scripts, brand identity standards, and messaging
• Adhere to established scripts, talking points, quality standards, and compliance requirements
• Meet or exceed established performance metrics and key performance indicators (KPIs)