Overview
Contact Center Representative Jobs in Appleton, WI at The Community Blood Center
Title: Contact Center Representative
Company: The Community Blood Center
Location: Appleton, WI
JOB REQUIREMENTS: Make every call countliterally. As a Contact Center
Representative, you'll play a vital role in connecting donors to
lifesaving opportunities, serving as the first point of contact for
individuals supporting blood donation efforts. In this fast-paced,
high-impact role, you'll manage inbound and outbound communications,
schedule appointments, and guide donors through programs, services, and
special initiatives with accuracy and care. You'll collaborate across
departments, support team members, and ensure every interaction reflects
professionalism, confidentiality, and exceptional service. If you thrive
in a detail-oriented environment and want your work to directly
contribute to saving lives, this is a meaningful opportunity to make a
difference every day. JOB SUMMARY: Manages inbound and outbound calls,
updates donor records, checks voicemails and text messages, and follows
established calling procedures. Routes specialized calls to the
appropriate departments and promotes programs, services, and special
blood needs. Assists donors with the Lifesaver Rewards Program, gift
card questions, The Community Blood Center App, and other internal
initiatives. Trains team members on program details and supports problem
solving. This position ensures accurate information, excellent donor
service, and strong coordination across internal departments. The
representative maintains the highest standards of professionalism,
accuracy, donor care, and confidentiality while contributing to the
overall success of the blood collection operation. SCHEDULE: -Full-time
position, 40 hours/week, working Monday Friday -Shifts include: 8:00 am
5:00 pm OR 11:00 am 8:00 pm ESSENTIAL DUTIES AND RESPONSIBILITIES (other
duties may be assigned): 1. Utilize CRM System to contact existing
donors and schedule them in the most convenient locations or mobile
blood drives. 2. Achieves individual performance expectations for
appointments scheduled, show rate and customer service. Assists in
achieving company goals for the fixed sites and mobiles. 3. Maintains
standard operating procedure documents and updates as necessary with
Team Lead and manager review. 4. Creates follow-up communication for
cancelled or rescheduled drives or donor center. 5. Promote and assist
donors with the Lifesaver Rewards Program, Gift card questions, The
Community Blood Center App and any other internal program. Train team
members on program details and problem solving. 6. Use critical thinking
to determine appropriate outcome of calls. 7. Provides information as
requested; transfer call(s) to the appropriate CBC personnel and
maintains high quality customer service. 8. Follows phone scripts as
directed and incorporates all the key talking points used for call
evaluations during conversations with donors. 9. Conducts special donor
recruitment projects at various locations and distributes CBC
information and other related duties as requested. 10. 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.
- Performs other duties as directed. ***** OTHER EXPERIENCE AND
QUALIFICATIONS: JOB QUALIFICATION REQUIREMENTS: This position requires a
pleasant and polite telephone manner, must always perform job duties and
responsibilities in a professional manner. Maintain strict
confidentiality of CBC and CBC donor information. High-volume call
Center Experience Preferred (outbound Experience Strongly Valued).
Strong communication skills and professional phone presence. High
attention to detail and ability to maintain record accuracy. Ability to
maintain call productivity targets. Strong multi-tasking and
prioritization skills. Ability to work with confidential information.
Preferred, Experience In Healthcare, Nonprofit, Or Blood Donor Services.
Prefer ed, familiarity with contact management systems and/or call
center software. 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/donor-services-representative/
