Group Leader - Customer Service (Bilingual)

CSL Behring - Winston Salem, NC

Full-time

Winston Salem, NC

Chemical Manufacturing

About the position

Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center. Additional duties include registration of qualified, applicant and transfer donors. Possesses a general knowledge of the plasma pheresis operation.

Responsibilities

• In compliance with Standard Operating Procedures (SOP), assists qualified donors in completing the screening process.
• May be involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center.
• Educates new donors on the use of therapeutic products made from donated plasma.
• Answers the telephone and assists in providing appropriate information to the caller.
• Maintains alertness and awareness to any reaction a donor may have during or after the pheresis process.
• Maximizes donor flow by allocating staff and resources to appropriate center area or task.
• Conducts daily calibration of equipment according to SOP and Plasma Operating Procedures (POP).
• Provides guidance and technical training on processes and procedures to reception staff and other staff as required.
• Supports center management by providing input into staff scheduling, and resolves minor donor relations and technical procedure issues.
• Ensures the accurate recording of donor data in the electronic donor information management system as outlined in SOPs.
• Understands the policies and procedures associated with hyper immune programs at the center if applicable.
• Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed.
• Maintains confidentiality of all personnel, donor and center information.
• May be cross-trained in other areas to meet the needs of the business.
• Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.
• Perform other job-related duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of 18 months experience in a clerical or customer service related position, preferably in health care of plasma collection environment or equivalent combination of education and experience.
• Must be able to perform basic math calculations.

Benefits

• Options for health care benefits, including choices of plans for medical, dental, and vision, prescription drug coverage.
• Company-provided basic life insurance and Short- and Long-Term Disability.
• The option to participate in CSL's 401(k) Savings Program.
• Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business.
• Paid observed holidays as designated by the Company.