Contact Center Representative

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, shifts available include: Monday - Friday, 8:00

• m. 5:00 p.m. OR Monday - Friday, 11:00 a.m. 8:00 p.m. OR Rotational

Weeks of: -Tuesday Friday, 10:00 a.m. 8:00 p.m. & Saturday 8:00 a.m.

Noon AND -Monday Thursday 10:00 a.m. 8:00 p.m. & Friday 3:00 p.m. 7:00

• m. 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. 11. 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 productiv ty targets.

Strong multi-tasking and prioritization skills. Ability to work with

Confidential Information. Preferred, Experience In Healthcare,

nonprofit, or blood donor services. Preferred, 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/