Group Leader - Customer Service

$20,800 - $20,800/Yr

CSL - Minneapolis, MN

Full-time

Minneapolis, MN

5,001-10,000 employees

Ambulatory Health Care Services

About the position

The Group Leader - Customer Service at CSL Behring is responsible for training and coaching the reception staff to ensure efficient donor flow through the center. This role involves assisting qualified donors with the screening process, educating them about the donation process, and maintaining a safe and clean work environment. The position requires a general knowledge of plasma pheresis operations and involves various administrative and customer service tasks.

Responsibilities

• Assist qualified donors in completing the screening process in compliance with Standard Operating Procedures (SOP).
• Register applicant and transfer donors based on training and operational needs.
• Educate new donors on therapeutic products made from donated plasma and explain the screening process.
• Answer telephone inquiries and provide appropriate information to callers.
• Monitor donor reactions during or after the pheresis process and notify appropriate staff.
• Maximize donor flow by allocating staff and resources effectively.
• Conduct daily calibration of equipment and troubleshoot any issues.
• Provide guidance and technical training to reception staff.
• Support center management with staff scheduling and resolve minor donor relations issues.
• Ensure accurate recording of donor data in the electronic management system.
• Understand policies related to hyper immune programs at the center.
• Maintain a clean and efficient work environment and ensure sufficient operating supplies.
• Maintain confidentiality of all personnel, donor, and center information.
• May be cross-trained in other areas to meet business needs.
• Bilingual skills may be required to meet business needs.
• 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 or plasma collection.
• Ability to perform basic math calculations.

Nice-to-haves

• Bilingual skills.

Benefits

• Options for health care benefits including medical, dental, and vision plans.
• Company-provided basic life insurance and Short- and Long-Term Disability.
• 401(k) Savings Program participation.
• Paid Time Off (PTO) for vacations, illness, and personal business.
• Paid observed holidays.