Contact Center Representative

COMMUNITY BLOOD CTR INC; Appleton (WI); On-site; Full time

Benefits offered by this job

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

Job summary

A community-focused organization in Appleton is seeking a dedicated Call Center Representative to manage donor communications while providing high-quality service. The role involves handling inbound and outbound calls, updating donor records, and training team members. Candidates should have call center experience, strong communication skills, and attention to detail. This full-time position offers a competitive benefits package, including health insurance and retirement savings plans.

Qualifications

• Pleasant and polite telephone manner.
• High-volume call center experience preferred.
• Ability to maintain record accuracy.

Responsibilities

• Manage inbound and outbound calls and update donor records.
• Train team members on program details.
• Support problem solving in the blood collection operation.

Skills

Strong communication skills and professional phone presence

High attention to detail

Ability to maintain call productivity targets

Strong multi-tasking and prioritization skills

Tools

CRM System

Call center software

Job description

Are you passionate about helping others and making a real difference in your community? Join a team dedicated to saving lives every single day—that’s what working at The Community Blood Center (CBC) is really all about. We’re looking for a dedicated and detail-oriented professional to support our life‑saving mission. If you thrive in a fast‑paced environment and want to contribute to a meaningful cause, we’d love to hear from you!

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.

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

• Utilize CRM System to contact existing donors and schedule them in the most convenient locations or mobile blood drives.
• Achieves individual performance expectations for appointments scheduled, show rate and customer service. Assists in achieving company goals for the fixed sites and mobiles.
• Maintains standard operating procedure documents and updates as necessary with Team Lead and manager review.
• Creates follow‑up communication for cancelled or rescheduled drives or donor center.
• 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.
• Use critical thinking to determine appropriate outcome of calls.
• Provides information as requested; transfer call(s) to the appropriate CBC personnel and maintains high quality customer service.
• Follows phone scripts as directed and incorporates all the key talking points used for call evaluations during conversations with donors.
• 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 SOPs, 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 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.
• 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!