Group Leader - Customer Service

CSL • Normal, IL

121d

About The Position

The Group Leader - Customer Service is responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. This role includes the registration of qualified, applicant, and transfer donors, and requires a general knowledge of the plasma pheresis operation. The position involves assisting qualified donors in completing the screening process, which includes assessing health history, answering medical questions, and performing health screening procedures. The Group Leader also educates new donors about therapeutic products made from donated plasma and ensures that all donor inquiries are addressed professionally and accurately.

Requirements

• High school diploma or equivalent required.
• Minimum of 18 months experience in a clerical or customer service related position, preferably in health care or plasma collection environment.
• Ability to perform basic math calculations.

Nice To Haves

• Bilingual skills may be required to meet business needs.

Responsibilities

• Assist qualified donors in completing the screening process in compliance with Standard Operating Procedures (SOP).
• Register applicant and transfer donors based on training and operational needs.
• Educate new donors on the use of therapeutic products made from donated plasma.
• Answer telephone inquiries and provide appropriate information.
• Maintain alertness to any donor reactions during or after the pheresis process.
• Maximize donor flow by allocating staff and resources effectively.
• Conduct daily calibration of equipment according to SOP and resolve calibration issues.
• Provide guidance and technical training to reception staff.
• Support center management with staff scheduling and resolve minor donor relations issues.
• Ensure accurate recording of donor data in the electronic donor information management system.
• Understand policies and procedures associated with hyper immune programs.
• Maintain a clean and efficient work environment and ensure sufficient operating supplies.
• Maintain confidentiality of all personnel, donor, and center information.
• May be cross-trained in other areas to meet business needs.
• Perform other job-related duties as assigned.

Benefits

• Options for health care benefits, including choices of plans for medical, dental, and vision coverage.
• Company-provided basic life insurance and Short- and Long-Term Disability.
• Option to participate in CSL's 401(k) Savings Program.
• Paid Time Off (PTO) for vacations, illness, and personal business.
• Paid observed holidays as designated by the Company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Education Level: High school or GED