Contact Center Representative

Community Blood Center•Appleton, WI

About The Position

The Contact Center Representative is the first point of contact for individuals supporting blood donation efforts. The role manages inbound and outbound communications, schedules donor appointments, updates donor records, and guides donors through programs, services, and special initiatives. The representative checks voicemails and text messages, follows established calling procedures, routes specialized calls to appropriate departments, and promotes blood donation opportunities and special blood needs. The representative supports donors with the Lifesaver Rewards Program, gift card questions, The Community Blood Center App, and other internal initiatives. The position also assists and trains team members on program details and problem solving, maintains standard operating procedure documents, and coordinates follow-up communications for cancelled or rescheduled drives or donor centers. The role requires professionalism, accuracy, excellent donor service, confidentiality, and coordination across departments. This is a full-time position, 40 hours per week, scheduled Monday through Friday from 11:00 a.m. to 8:00 p.m., with rotating Saturday mornings.

Requirements

High school diploma or equivalent.
Pleasant and polite telephone manner and the ability to perform duties professionally.
Maintain strict confidentiality of CBC and donor information.
Strong communication skills and professional phone presence.
High attention to detail and ability to maintain accurate records.
Ability to maintain call productivity targets.
Strong multitasking and prioritization skills.
Ability to work with confidential information.

Nice To Haves

High-volume call center experience; outbound experience is strongly valued.
Experience in healthcare, nonprofit, or blood donor services.
Familiarity with contact management systems and/or call center software.

Responsibilities

Use the CRM system to contact existing donors and schedule appointments at convenient locations or mobile blood drives.
Meet individual performance expectations for appointments scheduled, show rate, and customer service, while helping achieve company goals for fixed sites and mobile drives.
Maintain standard operating procedure documents and update them with Team Lead and manager review.
Create follow-up communications for cancelled or rescheduled drives or donor centers.
Promote and assist donors with the Lifesaver Rewards Program, gift card questions, The Community Blood Center App, and other internal programs.
Train team members on program details and problem solving.
Use critical thinking to determine appropriate call outcomes.
Provide information as requested, transfer calls to appropriate CBC personnel, and maintain high-quality customer service.
Follow phone scripts and incorporate key talking points used in call evaluations.
Conduct special donor recruitment projects at various locations and distribute CBC information.
Comply with policies and procedures in the CBC Employee Handbook, CBC SOPs, and assigned directives.
Maintain job-related skills by attending team meetings and training sessions and reading publications.
Perform other duties as directed.

Benefits

Health, vision, and dental insurance coverage, depending on hours worked.
Health Savings Account (HSA), depending on hours worked.
PTO/Sick Time, depending on hours worked.
Paid holidays, depending on hours worked.
Paid Volunteer Time Off, depending on hours worked.
403(b) retirement savings plan with matching contributions, depending on hours worked.
Employee Assistance Program, depending on hours worked.
Discounted YMCA membership, depending on hours worked.
Disability and life insurance, depending on hours worked.
Employee referral bonuses, depending on hours worked.
Competitive wages and valuable training.