Supervisor Customer Care (Remote)

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 insurance
• Paid time off
• Free basic life and AD&D insurance
• Free short-and-long-term disability insurance
• HSA, FSA, STD, LTD
• 401K 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 management
• Hires, supervises, trains, and evaluates performance of assigned personnel. Identifies and effectively resolves personnel issues
• Completes call quality monitoring and provides appropriate feedback and direction to staff
• Researches and resolves donor complaints and escalations
• Compiles monthly evaluations and standard reports on Customer Care activity
• Manages Customer Care employee schedules and ensures that the department is adequately staffed
• Motivates and mentors staff to develop sales and service skills
• Monitors 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

Requirements

Qualifications:

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

Summary

About Us

Vitalant is one of the nation’s largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60,000 blood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.

Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.

EEO/Minorities/Females/Disabled/Veterans

Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.

For more EEO information about applicant rights click here