Contact Center Associate

The Contact Center Associate reports to the Supervisor of the Call Center and is responsible for telephone recruiting, pre-screening, and scheduling donors, rebooking donors following current donations and registering donors at time of presentation for all donation platforms to meet the current product needs to assure the effective and efficient supply of blood products to meet the needs of the hospitals and patients served by BBD. This position is considered “essential” during severe weather or emergency operation events. Places outbound calls to current blood donors and perspective new donors to recruit, prescreen and schedule appointments in a manner that allows efficient use of BBD resources and maximizes the potential products collected from the engaged donor. Speaks respectfully and warmly with donors on the phone in an effort to assure commitment of the donor to make and keep an appointment. Schedules the appointment using current donor relationship management software. Receives inbound calls from donors with the primary goal of scheduling the donor for an appointment or to address other general concerns or questions that the donor might raise while on the phone. At all times provides superior customer service to the donor while working to meet the needs of the individual on the phone. Handles inbound calls designated for operator from main automated attendant, responding to general inquiries or forwarding call to proper destination. Schedules future appointments through direct contact with donors in the donor room and canteen areas upon the completion of their current donation. Emphasizes the benefits and importance of repeat donations to the community welfare. Encourages donors to become regular, more frequent donors by providing excellent customer service during the interaction with the donor. Performs data entry to update donor demographic or preference information within the donor relationship management software in use at BBD. Assures accuracy of the data entry information to provide the donor with excellent service. Performs donor registration. Maintains confidentiality of all donor information. Follows Donor Services SOPs for registration and performs these duties in compliance with BBD SOPs, AABB and FDA standards and regulations. Exemplifies BBD’s Core Values and meets or exceeds customer’s service expectations.