Call Center Representative

Description

Proesis Biologics is a contemporary and forward-thinking human source plasma collection platform dedicated to improving the plasma donation journey for all stakeholders. We partner with communities and donors to supply the industry with the high-quality plasma necessary for treating people with rare and chronic conditions worldwide. We strive to create a collaborative and engaging culture focused on bold authenticity, intense curiosity and innovation, fierce donor advocacy, and growth.

Proesis Bio is looking for a Call Center Representative to work remotely and primarily support problem solving on IT/tech issues Tuesday through Saturday, during East coast hours. This position will answer donor calls and solve problems or direct them to the proper Proesis colleague or department to assist them. The Call Center Representative will report to the Call Center Manager and will work alongside other call center representatives as the team builds. The ideal candidate for this role needs to be comfortable answering multiple calls/emails per day, have strong and professional communication skills, and most importantly, must exemplify our core values: fierce donor advocacy, bold authenticity, intense curiosity, and strive to serve.

Enough with the formalities. Are you ready to work for an organization that truly values you as a person, not just a worker? We don’t simply say our employees are our most valuable resource, we live it with emphasis on providing outstanding benefits related to your time (our PTO and paid Holidays are legit!); health and dental insurance; wages (some sources show we pay in the top 10-15% of the market); and much, much more. By joining our team at Proesis Bio, you will not only be embarking on an exciting professional journey, but you'll also have the chance to make a real, tangible difference in the lives of people across our global communities, each and every day. If we have your attention, please continue reading to learn more about the role.

Requirements

Role And Requirements:

• Answer phone calls and email communications in a timely manner
• Provide step-by-step support to resolve donors’ technical issues
• Direct communications to the necessary recipient or department lead
• Maintain professionalism while assisting incoming communications
• Exemplify company core values while performing job duties
• Work cohesively with other team members to carry out job responsibilities
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, concerns, and issues are handled appropriately
• Create and maintain record of daily problems and remedial actions taken, using call-center database
• Leverage data and insights gathered by the call center to recommend and influence process improvements

Qualifications And Education:

• High school diploma or equivalent
• 1-2 years of experience working in an IT/tech support and/or call center environment
• Previous CRM experience a plus, but not necessary
• Healthcare sector experience a plus, but not necessary
• Strong communication skills and exceptional professionalism
• Strong active-listening and verbal-communication skills
• Proficiency in technical issue problem-solving
• Ability to multitask and manage time effectively
• Expertise in conflict resolution and customer service

Physical Demands:

• Ability to sit for extended periods of time
• Ability to successfully work remotely
• Specific vision and hearing abilities are required to be successful within the role

At Proesis, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community.