Call Center Specialist

The Community Blood Center, Inc.
Job Description
Call Center Specialist
Company Summary:
The Community Blood Center (CBC) collects blood from donors, processes it in our laboratory, and prepares it for hospital patients.  We currently provide 18 Wisconsin and Michigan hospitals with a full range of blood components, including red blood cells, platelets and plasma.  CBC operates neighborhood donor centers in Appleton, Oshkosh, Little Chute, and Woodruff, along with 8 self-contained blood drive units: 5 bloodmobiles and 3 indoor blood drive units. Last year, volunteer donors gave more than 50,000 blood donations with the Community Blood Center.
The Call Center Specialist is responsible for placing outbound telephone calls, scheduling donation appointments, appropriately directing incoming calls and providing information on The Community Blood Center’s programs, services and special blood needs.  Assisting with day-to-day operations which may include coaching and training Call Center Representatives, assigning calling campaigns, and reporting of blood products scheduled.  This is a full-time position that works a variable schedule to include day, evening (up to 8pm), and weekend hours.
The position is 30-40 hours per week and is eligible for our excellent benefit program.
Primary Job Responsibilities:
  • Makes calls using call lists and enters call results and/or schedules donor appointments as appropriate. Schedules donation appointments in the computer system for a date, time and location that are most convenient for the donor.
  • Monitors the blood type inventory and donor site schedules to determine which donor blood type(s) to call and/or schedule. Assigns calling campaigns as needed.
  • Achieves individual performance expectations for appointments scheduled, show rate and customer service. Assists in achieving team goals for the fixed sites.
  • After reviewing donor information in the computer, pre-qualifies potential donors to determine eligibility and/or directs any eligibility questions to appropriate CBC personnel.
  • Answers inbound phone calls. Provides information as requested, transfers call(s) to the appropriate CBC personnel, voicemail, or takes messages for unavailable staff as needed.
  • Follows phone scripts as directed and incorporates all of the key talking points used for call evaluations during conversations with donors.
  • Supports the scheduling of community mobile operations, needs of the lab for specific donor types and other special calling efforts as assigned.
  • As directed, assists in training and coaching Call Center Representatives.
  • 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.
Job Requirements:
High school diploma or equivalent required.
The Call Center Specialist position requires a pleasant and polite telephone manner, as well as proficiency in Excel, Word, and Outlook.  Must perform job duties and responsibilities in a professional manner at all times. Must 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. 
Physical Demands:
Employee may occasionally be required to lift objects or materials weighing up to 25 pounds.
To join our team, submit your resume to:
The Community Blood Center
4406 W. Spencer St.
Appleton, WI 54914
Community Blood Center, Inc. is an Equal Opportunity Employer M/F/Disability/Veteran
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