Contact Center Representative – Platelets

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

PTO/Sick time

Paid holidays

403(b) plan

Job summary

The Community Blood Center is seeking a motivated and customer-focused individual to join our team as a Contact Center Representative – Platelets. In this role, you will communicate with donors, schedule platelet appointments, and help maintain critical blood inventories to support patients in need.

You will place outbound calls, follow scripts, pre-qualify donors, and provide information about CBC programs.

Qualifications

• Pleasant and polite telephone manners.
• Professional demeanor in all duties.
• Excellent organizational, oral, and written communication skills.
• Strong, flexible interpersonal and data-entry skills.
• Must be able to lift up to 25 pounds occasionally.

Responsibilities

• Make outbound calls and schedule platelet donor appointments.
• Pre-qualify donors and direct eligibility questions as needed.
• Monitor blood type inventory and donor site schedules to plan calls.
• Meet individual and team goals for appointments, show rate, and service.
• Handle inbound calls and provide information on CBC programs and services.
• Follow scripts and key talking points during donor conversations.
• Maintain and share feedback on donor experience to improve processes.
• Assist with donor recruitment projects at various locations.
• Adhere to CBC policies and SOPs and participate in training.
• Perform other duties as assigned.

Skills

Communication skills

Data entry

Telephone etiquette

Interpersonal skills

Education

High school diploma or equivalent

Tools

Computer system usage

Job description

The Community Blood Center is seeking a motivated and customer-focused individual to join our team as aContact Center Representative – Platelets. In this role, you will play a vital part in supporting lifesaving blood donation efforts by connecting with donors, scheduling platelet appointments, and helping maintain critical blood inventories for patients in need. The ideal candidate is a strong communicator who enjoys building relationships over the phone, providing exceptional customer service, and working in a goal-oriented environment. If you are passionate about making a difference in your community and thrive in a fast-paced team setting, we encourage you to apply.

JOB SUMMARY:

Responsible for placing outbound telephone calls for scheduling platelet donation appointments, converting whole blood donors to platelet donations, appropriately directing incoming calls, and providing information on The Community Blood Center (CBC) programs, services, and special blood needs.

SCHEDULE:

– Full-time position, 40 hours/week.
– Schedule: Monday – Friday, 8 a.m. – 5 p.m. with rotating Saturday mornings

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):

• Makes outbound telephone calls using call lists, entering call results and scheduling platelet donor appointments. Schedules platelet donation appointments in the computer system for a specific date, time, and location according to daily goal and blood-type specific goal.
• After reviewing donor information in the computer, pre-qualifies potential donors to determine eligibility and/or directs any eligibility questions to appropriate CBC personnel.
• Monitors the blood type inventory and donor site schedules to determine which donors to call and schedule.
• Achieves individual performance expectations for appointments scheduled, show rate and customer service. Assists in achieving team goals for the fixed sites.
• Receives inbound calls and provides information as requested, transferring calls to the appropriate CBC personnel, voice mail, or takes and distributes messages for unavailable staff as needed.
• Follows phone scripts as directed and incorporates all the key talking points used for call evaluations during conversations with donors.
• Responsible for maintaining and documenting personal call list and tracker for first time platelet donors. Provide feedback to leadership on the donor’s experience and any information that could be used to improve processes and donor retention.
• Conducts special donor recruitment projects at various locations and distributes CBC information and other related duties as requested.
• Complies with all policies and procedures as outlined in the CBC Employee Handbook, CBC Standard Operating Procedures (SOP), or directives upon assignment. Maintains job-related skills by attending team meetings and training sessions and reading publications.
• Performs other duties as directed.

JOB QUALIFICATION REQUIREMENTS:

• This position requires pleasant and polite telephone manners.
• Must always perform job duties and responsibilities in a professional manner.
• Maintain strict confidentiality of CBC and CBC donor information.
• Skills include excellent organizational, oral, and written communication.
• Strong, flexible interpersonal skills and data entry/computer skills.
• 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!