Contact Center Representative – Platelets

The Community Blood Center; Appleton (WI); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Health Savings Account

Paid Volunteer Time Off

403(b) retirement savings plan

Employee Assistance Program

YMCA membership discount

Disability insurance

Life insurance

Employee referral program

Employee forums

Job summary

The Community Blood Center is seeking a motivated Contact Center Representative – Platelets to support lifesaving donation efforts. You will contact donors, schedule platelet appointments, and answer program questions while maintaining donor confidentiality and delivering exceptional customer service.

Responsibilities include outbound calls, eligibility pre-screening, and coordination with CBC staff. This is a full-time role 40 hours/week, Monday–Friday 8am–5pm with rotating Saturday mornings,

Qualifications

• Pleasant and polite telephone manners.
• Professional conduct at all times.
• Maintain strict confidentiality of CBC and donor information.

Responsibilities

• Place outbound calls to schedule platelet donor appointments.
• Qualify donors for eligibility and direct questions to CBC staff.
• Monitor blood type inventory and donor site schedules for appointments.

Skills

Telephone etiquette

Customer service

Confidentiality

Education

High school diploma or equivalent

Job description

• Location 4406 West Spencer Street,Appleton, WI, 54914,United States
• Employee Type FT Non-Exempt 35+

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 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):

1. 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.

2. After reviewing donor information in the computer, pre-qualifies potential donors to determine eligibility and/or directs any eligibility questions to appropriate CBC personnel.

3. Monitors the blood type inventory and donor site schedules to determine which donors to call and schedule.

4. Achieves individual performance expectations for appointments scheduled, show rate and customer service. Assists in achieving team goals for the fixed sites.

5. 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.

6. Follows phone scripts as directed and incorporates all the key talking points used for call evaluations during conversations with donors.

7. 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.

8. Conducts special donor recruitment projects at various locations and distributes CBC information and other related duties as requested.

9. 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.

10. 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.
• High school diploma or equivalent required.
• Employees may occasionally be required to lift objects or materials weighing up to 25 pounds.

BENEFITS AND PERKS:

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