Vitalant is where donors and patients merge with talent and innovation to save and improve lives. We are the nation’s largest independent, nonprofit blood services provider exclusively focused on providing lifesaving blood and comprehensive transfusion medicine services for about 900 hospitals and their patients across the U.S. We seek team members who want to make a difference in people’s lives while furthering their careers. At Vitalant you can expect competitive compensation, paid time off and other benefits. Take your first step to joining our dedicated team by applying today. 

 

As a National Customer Care Supervisor, you will be supporting Vitalant’s life saving mission by managing and resolving donor escalations on a national level, in a fast-paced environment; while overseeing and coordinating daily Customer Care team activities for the achievement of assigned daily, weekly, and monthly goals. This position will oversee a Customer Service team that will support customer escalations, donor experience, recruitment, and national marketing team at an enterprise level.

 

Full Time – Work from Home Opportunity

Schedule: Monday-Friday, Sunday-Thursday or Tuesday- Saturday, variable hours.

To help you stay energized, engaged, and inspired, we offer a full range of benefits for you and your dependents

They include:

Medical, dental, and vision insurancePaid time offFree basic life and AD&D insuranceFree short-and-long-term disability insuranceHSA, FSA, STD, LTD401K retirement savings with up to 5% company match

 

We’re looking for someone who can:

Assures quality customer service to all customers, bringing compliance issues to managementHires, supervises, trains, and evaluates performance of assigned personnel. Identifies and effectively resolves personnel issuesCompletes call quality monitoring and provides appropriate feedback and direction to staffResearches and resolves donor complaints and escalationsCompiles monthly evaluations and standard reports on Customer Care activityManages Customer Care employee schedules and ensures that the department is adequately staffedMotivates and mentors staff to develop sales and service skillsMonitors and provides appropriate feedback and direction to Customer Care staff. Manages group and individual messaging, to ensure script development and compliance. Suggests improvements/enhancements to Customer Care staff based on enterprise needs

Qualifications:

High school diploma or GED requiredBachelor's degree in related area or equivalent combination of education and experience preferredKnowledge of telemarketing techniques related to website support, text, social media, and chat requiredOne year of related call center experience in leadership capacity requiredOne year of technical customer service preferred Knowledge of blood banking telemarketing techniques preferred