Contact Center Representative

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.

Essential Duties and Responsibilities

• 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.

Qualifications

• 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.

Other Experience and Qualifications

Employees may occasionally be required to lift objects or materials weighing up to 25 pounds.

Application Instructions

Apply Online

Apply by mail: Attn: Human Resources - COMMUNITY BLOOD CENTER INC 4406 W Spencer St APPLETON, WI 54914