Contact Center Representative

Community Blood Center, Inc.; Appleton; On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

HSA

Paid Holidays

PTO/Sick Time

403(b) retirement plan

Employee Assistance Program

Job summary

Community Blood Center, Inc. is seeking a Contact Center Representative to manage donor calls, schedule appointments, and guide donors through programs with care and accuracy.

The role emphasizes professionalism, confidentiality, and teamwork across departments to support lifesaving blood donation efforts. You will handle inquiries, promote rewards programs, and help in solving donor needs in a fast-paced environment.

Qualifications

• Experience in high-volume call centers.
• Excellent communication over the phone and via text.
• Ability to maintain accurate donor records.
• Strong multitasking and prioritization under deadlines.
• Respect for confidentiality of CBC donor information.

Responsibilities

• Handle inbound and outbound calls and schedule donors.
• Update donor records and manage voicemails/texts.
• Promote programs and assist with CBC initiatives.
• Train teammates on program details and problem solving.
• Follow scripts and maintain high quality donor service.
• Escalate issues to CBC personnel when needed.

Skills

Call center experience

Communication skills

Attention to detail

Multitasking

Confidentiality

Healthcare/nonprofit experience

Call center software

Education

High school diploma or equivalent

Tools

CRM system

Call center software

Job description

Make every call count—literally. As a Contact Center Representative, you’ll play a vital role in connecting donors to lifesaving opportunities, serving as the first point of contact for individuals supporting blood donation efforts. In this fast-paced, high-impact role, you’ll manage inbound and outbound communications, schedule appointments, and guide donors through programs, services, and special initiatives with accuracy and care. You’ll collaborate across departments, support team members, and ensure every interaction reflects professionalism, confidentiality, and exceptional service. If you thrive in a detail-oriented environment and want your work to directly contribute to saving lives, this is a meaningful opportunity to make a difference every day.

JOB SUMMARY

Manages inbound and outbound calls, updates donor records, checks voicemails and text messages, and follows established calling procedures. Routes specialized calls to the appropriate departments and promotes programs, services, and special blood needs. Assists donors with the Lifesaver Rewards Program, gift card questions, The Community Blood Center App, and other internal initiatives. Trains team members on program details and supports problem solving.

This position ensures accurate information, excellent donor service, and strong coordination across internal departments. The representative maintains the highest standards of professionalism, accuracy, donor care, and confidentiality while contributing to the overall success of the blood collection operation.

SCHEDULE

Full-time position, 40 hours/week, working Monday – Friday, 11:00 a.m. – 8:00 p.m. with rotating Saturday mornings

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)

• 1. Utilize CRM System to contact existing donors and schedule them in the most convenient locations or mobile blood drives.
• 2. Achieves individual performance expectations for appointments scheduled, show rate and customer service. Assists in achieving company goals for the fixed sites and mobiles.
• 3. Maintains standard operating procedure documents and updates as necessary with Team Lead and manager review.
• 4. Creates follow-up communication for cancelled or rescheduled drives or donor center.
• 5. Promote and assist donors with the Lifesaver Rewards Program, Gift card questions, The Community Blood Center App and any other internal program. Train team members on program details and problem solving.
• 6. Use critical thinking to determine appropriate outcome of calls.
• 7. Provides information as requested; transfer call(s) to the appropriate CBC personnel and maintains high quality customer service.
• 8. Follows phone scripts as directed and incorporates all the key talking points used for call evaluations during conversations with donors.
• 9. Conducts special donor recruitment projects at various locations and distributes CBC information and other related duties as requested.
• 10. Complies with all policies and procedures as outlined in the CBC Employee Handbook, CBC SOPs, or directives upon assignment. Maintains job-related skills by attending team meetings and training sessions and reading publications.
• 11. Performs other duties as directed.

JOB QUALIFICATION REQUIREMENTS

• This position requires a pleasant and polite telephone manner, must always perform job duties and responsibilities in a professional manner.
• Maintain strict confidentiality of CBC and CBC donor information.
• High-volume call center experience preferred (outbound experience strongly valued).
• Strong communication skills and professional phone presence.
• High attention to detail and ability to maintain record accuracy.
• Ability to maintain call productivity targets.
• Strong multi-tasking and prioritization skills.
• Ability to work with confidential information.
• Preferred, experience in healthcare, nonprofit, or blood donor services.
• Preferred, familiarity with contact management systems and/or call center software.
• High school diploma or equivalent required.
• Employees may occasionally be required to lift objects or materials weighing up to 25 pounds.

BENEFITS AND PERKS

We take care of our team — from competitive wages and valuable training to comprehensive benefits packages. Depending on hours worked, this position can offer:

• Health, vision, and dental insurance coverage
• Health Savings Account (HSA)
• PTO/Sick Time
• Paid holidays
• 403(b) retirement savings plan with matching contributions
• Employee Assistance Program
• Discounted YMCA membership
• Disability and life insurance
• Regular employee forums and committees — everyone on our team has a voice!