Customer Service Rep / Donor Outreach Coordinator II (Administrative)
As a Customer Service Rep (internally known as Donor Outreach Coordinator II (DOC II)), you will have the opportunity to be the front-line hero to patients by scheduling present and past donors to make their next vital contribution to the community. In addition, this role will be a support to the Leadership and Training Department. Under direct supervision, this position is responsible for achieving goals for recruiting current, lapsed and potential donors, and scheduling them to donate at an in-center location or area blood drive.
LOCATION: In-office at 210 W Cataldo Ave
This positoin is full-time, 40 hours per week and is eligible for the full benefits package.
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.
Enhancing the donor experience by providing excellent customer service while inspiring donors to realize their life-transforming potential.
Maintains good attendance and punctuality per the Vitalant attendance policy.
Performs all duties required as outlined in the Donor Outreach Coordinator I's job description.
May be assigned to specialized calling projects to enhance the productivity of a particular area. (Platelet, plasma, conversion, reminder calling, etc.)
Using (awe) mazing multi-tasking skills while supporting numerous blood centers within Vitalant, a DOC II will use their innovative messaging to recruit and sustain our donors though advanced center/product knowledge.
Serves as an ambassador for the production floor, exhibiting a positive floor presence while cultivating a culture that encourages mentorship, team work, leadership, and innovation.
A resource for the Leadership, Administration, and Inbound teams to utilize as a backup in the need of support. A donor Outreach Coordinator II may also be crossed trained to handle donor eligibility questions, front desk, reporting duties, etc.
Assists the Training Department's onboarding of new hires and refresher training of current staff for the Donor Outreach Coordinator I role. They will be able to offer insight by providing feedback, guidance, resources, positive reinforcements, and mentorship, etc.
Maintains consistent achievement of assigned department metrics.
Performs all other duties, at the discretion of management, as assigned.
As an essential operation to the nation's healthcare infrastructure and a science-based organization, Vitalant believes that being vaccinated helps provide protection and care for our employees, our donors, their families, and the broader community. With this in mind, Vitalant requires employees to be fully vaccinated as a condition of employment. Individuals applying for this position should be prepared to comply with the COVID-19 vaccination mandates of Vitalant and accordingly, will need to be vaccinated as of first date of employment unless approved exemption exists prior to start.
Two years customer service experience preferred.
Minimum six months experience in a call center / calling position, preferred.
Proficient computer skills required.
Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
Must be able to maintain confidentiality.
Ability to work autonomously and productively to meet and exceed goals while multi-tasking, focusing on details and adapting to a changing environment.
Ability to work in a repetitive role that majority of time is spent on the phone.
Must possess a positive attitude that encourages teamwork.
Must be able to assist and provide guidance to Donor Outreach Coordinator I and new hires.
Any added experiences that are required from the assigned department.
EEO including disability and veterans