Contact Center Associate
Blood Bank of Delmarva · Newark, DE · 1 mo ago
Full-time
Join our life‑saving mission at Blood Bank of Delmarva (BBD), a vital community lifeline delivering nearly 90,000 lifesaving blood products annually to hospitals, EMS, and healthcare partners across the Delmarva Peninsula.
Schedule
- Monday 8:00 am – 4:30 pm
- Tuesday 8:00 am – 4:30 pm
- Wednesday 8:00 am – 4:30 pm
- Thursday 10:30 am – 7:00 pm
- Friday 8:30 am – 4:30 pm
- Saturday 8:00 am – 2:30 pm
- Sunday OFF (choice of a second day off between Tuesday‑Thursday)
Responsibilities
- Place outbound calls to current and prospective blood donors to recruit, pre‑screen, and schedule appointments using donor relationship management software.
- Speak respectfully and warmly with donors, encouraging commitment and repeat donations.
- Receive inbound calls from donors, schedule appointments, address general concerns, and provide superior customer service.
- Handle operator calls from the main automated attendant, responding to inquiries or forwarding calls to the appropriate destination.
- Schedule future appointments in donor‑room and canteen areas after donation completion.
- Emphasize the benefits and importance of repeat donations to the community.
- Perform data entry to update donor demographic or preference information, ensuring accuracy.
- Register donors while maintaining confidentiality and complying with BBD SOPs, AABB, and FDA regulations.
- Exemplify BBD’s Core Values and meet or exceed customer‑service expectations.
- Serve as an essential employee during severe weather or emergency operation events.
Requirements
- High School Diploma or equivalent.
- 2+ years of experience making outbound calls in a call center using documentation software.
- Working knowledge to read and interpret medical, technical, regulatory, and quality procedures.
- Basic proficiency with Microsoft Office and Outlook.
- Strong communication skills, able to convey both positive and negative information effectively and solve donor‑related problems.
- Ability to multitask and manage multiple responsibilities simultaneously.