The Customer Service Representative (CSR), acts as an ambassador to 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

Starting rate: $18.21/Hourly

Vacation and holidays paid in lieu

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.

To protect the health and safety of its employees, all Canadian Blood Services’ employees are required to be fully vaccinated (COVID-19 vaccine doses as approved by Health Canada), subject to any medical or other human rights grounds.