Group Leader - Customer Service

CSL - Orlando, FL

Full-time - Entry Level

Orlando, FL

Ambulatory Health Care Services

About the position

The Group Leader - Customer Service is responsible for training and coaching reception staff to ensure efficient donor flow at the CSL Plasma center. This role involves assisting qualified donors through the screening process, educating them about the donation process, and maintaining a safe and clean work environment. The Group Leader also supports center management with scheduling and resolving donor relations issues, while ensuring compliance with health and safety regulations.

Responsibilities

• Assist qualified donors in completing the screening process according to Standard Operating Procedures (SOP).
• Register applicant and transfer donors based on training and operational needs.
• Educate new donors on therapeutic products and the donation process, ensuring all questions are answered accurately.
• Answer telephone inquiries and provide appropriate information to callers.
• Monitor donor reactions during the pheresis process and notify appropriate staff as needed.
• Maximize donor flow by allocating staff and resources effectively.
• Conduct daily calibration of equipment and troubleshoot any issues that arise.
• Provide guidance and technical training to reception staff and other team members.
• Support center management with staff scheduling and resolving minor donor relations issues.
• Ensure accurate recording of donor data in the electronic management system as per SOPs.
• Maintain a clean and efficient work environment, ensuring sufficient supplies are available.
• Conduct routine audits of internal procedures and documentation for compliance.
• Maintain confidentiality of all personnel and donor information.
• Cross-train in other areas as needed to meet business requirements.
• 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 position, preferably in healthcare or plasma collection.
• Ability to perform basic math calculations.

Nice-to-haves

• Bilingual skills may be required to meet business needs.

Benefits

• Options for health care benefits including medical, dental, and vision coverage.
• Company-provided basic life insurance and Short- and Long-Term Disability.
• Participation in CSL's 401(k) Savings Program.
• Paid Time Off (PTO) for vacations, illness, and personal business.
• Paid observed holidays as designated by the Company.