Group Leader - Customer Service

CSL • Greece, NY

109d

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 will also educate new donors about therapeutic products made from donated plasma, manage donor flow, and ensure compliance with Standard Operating Procedures (SOP). Additionally, the role includes maintaining equipment, providing guidance to staff, and ensuring accurate donor data recording.

Requirements

• High school diploma or equivalent required.
• Minimum of 18 months experience in a clerical or customer service position, preferably in health care or plasma collection.
• 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 according to SOP.
• Register applicant and transfer donors based on training and operational needs.
• Educate new donors on therapeutic products and the donation process.
• Answer telephone inquiries and provide appropriate information.
• Monitor donor reactions during and after the pheresis process.
• Maximize donor flow by allocating staff and resources effectively.
• Conduct daily calibration of equipment and troubleshoot issues.
• Provide guidance and technical training to reception staff.
• Support center management with staff scheduling and donor relations.
• Ensure accurate recording of donor data in the electronic system.
• Understand policies related to hyper immune programs.
• Maintain a clean and efficient work environment.
• Ensure compliance with Health Safety & Environmental (HSE) and OSHA policies.
• Maintain confidentiality of personnel and donor information.
• May be cross-trained in other areas as needed.
• Perform other job-related duties as assigned.

Benefits

• Options for health care benefits including medical, dental, and vision coverage.
• Company-provided basic life insurance and Short- and Long-Term Disability.
• 401(k) Savings Program participation.
• 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