Group Leader - Customer Service

Group Leader - Customer Service

Responsibilities

• Under limited supervision, responsible for training the reception staff and facilitating efficient donor flow through the center
• Following standard operating procedures (SOPs), assists qualified donors complete the screening process
• Educates new donors on the 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 and notifies appropriate staff
• Maximizes donor flow by allocating staff and resources to appropriate task or center area
• Conducts daily calibration of equipment and resolves any issues; documents issue and replaces equipment as needed
• Provides guidance and technical training on processes and procedures to reception staff and other staff as required
• Supports center management by providing input related to staff scheduling, donor relations and technical procedure issues
• Ensures accurate recording of donor data in the electronic donor information management system as outlined in SOPs
• Follows all Health Safety and Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures

Qualifications

• High School Diploma or equivalent vocational or technical training

• 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

• Ability to perform basic math calculations

• General knowledge of plasma pheresis operation

• Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.

• About CSL Plasma

• CSL Plasma operates one of the world's largest and most sophisticated plasma donation networks, with nearly 330 donation centers in the U.S. and Europe. CSL Plasma is a subsidiary of CSL, a global biopharma company. Plasma collected at CSL Plasma facilities is used by CSL for the sole purpose of manufacturing lifesaving plasma-derived therapies for people in more than 100 countries. The parent company, CSL (ASX:CSL; USOTC:CSLLY), headquartered in Melbourne, Australia, employs 29,000+ people. For more information about CSL Plasma visit, https://www.cslplasma.com/.

• Our Benefits

• For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp.

• You Belong at CSL

• At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

• To learn more visit https://www.csl.com/careers/inclusion-and-belonging

• Equal Opportunity Employer

• CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.

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