Contact Center Representative Platelet

JOB REQUIREMENTS: The Community Blood Center is seeking a motivated and customer-focused individual to join our team as a Telerecruiter Platelet Specialist. 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. ***** OTHER EXPERIENCE AND QUALIFICATIONS: 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. Strong, flexible interpersonal skills and data entry/computer skills. High school diploma or equivalent required. Employees may occasionally be required to lift objects or materials weighing up to 25 pounds. ***** APPLICATION INSTRUCTIONS: Apply Online: https://www.communityblood.org/current-openings/contactcenterrep-platelets/