Job Description
Please note this role will work in a hybrid environment. The successful candidate will be working in the Sudbury office with a mixture of on and off-site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in-person presence for at least 40% of their work time. This requirement is subject to change, based on operational needs.
Job category: Customer service
Job posting ID: 4637
Employment status: Regular part-time
Position's anticipated start date: 2023-09-11
Possible schedule/FTE: 0.87
Classification: OPSEU 619
Salary/Rate of pay: $18.21
Application deadline: 2023-07-28
Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.
Together, we can make all the difference in the lives of others.
Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.
If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.
We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.
About the role
Canadian Blood Services is looking for a Regular part-time Customer Service Representative to join our dynamic Donor Relations team.
The Customer Service Representative (CSR), acts as an ambassador to Canadian Blood Services (CBS) by providing exceptional customer service while communicating with donors, confirming, scheduling and re-booking donor appointments and serving potential donors and the general public through the National Contact Centre.
- Contacts and schedules appointments for eligible/potential blood donors to meet blood and blood products collection requirements
- Contacts donors to advise of changes or cancellations in blood donor clinics, and reschedules donor appointments
- Refers donors to appropriate staff with regard to eligibility issues
- Clarifies and records donor information in an accurate, concise and timely manner
- Reports and/or corrects any problems or concerns regarding NCC databases or data collection procedures and systems to the appropriate NCC staff member / department
- Responds to a variety of donor inquiries and concerns
- Performs other related duties as required
Required Skills
- Secondary School Graduation diploma is required
- Minimum one year of related work experience in a customer service / sales environment
- Contact centre experience an asset
- Fluency in English is required, fluency in French is an asset
- Effective listening skills
- Accuracy, conciseness and clarity in written documentation
- Prior occupational or academic experience with computers is mandatory and the ability to learn new computer programs specific to CBS is essential
- Strong working knowledge of software applications within a windows environment, as well as e-mail solutions and Customer Relationship Management (CRM) tools an asset
- Ability to work effectively in a team environment
- Demonstrated commitment to customer service in addition to a positive attitude and ability to respond to concerns and handle a diverse donor base
- Must be able to work from home and on site as required
- Willing to work evenings and weekends
Benefits
- Pro-rated paid vacation
- Extended health and dental benefits
- Defined benefits pension plan
- Employee discounts, wellness program, and much more
Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.
Canadian Blood Services requires that all employees be fully vaccinated (COVID 19 vaccine doses as approved by Health Canada), subject to any medical or other human rights considerations. Persons who have been vaccinated outside of Canada must contact their local Public Health Unit in order to obtain a vaccine equivalency certificate.
If this role resonates with you, we encourage you to apply! This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.
We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment (such as testing) will be contacted. Applicants who require accommodation should discuss their needs with us.
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