CSL · 3 hours ago
Group Leader - Customer Service
Madison, TN
Full-time
Onsite
Entry, Mid Level
1+ years expCSL is a global biopharma company operating one of the world’s largest plasma donation networks. The Group Leader - Customer Service is responsible for training and coaching staff, facilitating donor flow, and ensuring compliance with health and safety regulations while providing excellent service to donors.
BiotechnologyHealth CareHealth DiagnosticsMedical
Responsibilities
Responsible for training and coaching the reception staff and facilitating efficient donor flow through the center
In compliance with Standard Operating Procedures (SOP), assists qualified donors in completing the screening process. The screening procedures includes but are not limited to: assessing the self-administered health history, answering basic medical questions associated with the donation process, referring donors to medical staff when appropriate and performing health screening procedures such as blood pressure, pulse, weight, temperature. Performs finger stick to obtain sample to obtain donor’s hematocrit and total protein levels
May be involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center
Educates new donors on the use of therapeutic products made from donated plasma. Explains the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donors’ questions are answered timely, accurately and professionally
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 center area or task
Conducts daily calibration of equipment according to SOP and Plasma Operating Procedures (POP). Resolves calibration issues. Troubleshoots equipment failures. Creates incident documentation, removes and/or replaces equipment from service
Provides guidance and technical training on processes and procedures to reception staff and other staff as required
Supports center management by providing input into staff scheduling, and resolves minor donor relations and technical procedure issues. Refers employee relations issues to center management staff
Ensures the accurate recording of donor data in the electronic donor information management system as outlined in SOPs
Understands the policies and procedures associated with hyper immune programs at the center if applicable
Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions. May conduct routine audits of these internal procedures and documentation
Maintains confidentiality of all personnel, donor and center information
May be cross-trained in other areas to meet the needs of the business
Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business
Perform other job-related duties as assigned
Qualification
Required
High school diploma or equivalent required
Minimum of 18 months experience in a clerical or customer service related position
Must be able to perform basic math calculations
Ability to make decisions, which have moderate impact on immediate work unit
Understands, remembers and communicates routine, factual information
Must be able to see and speak with customers and observe equipment operation
Occasionally perform tasks while standing and walking up to 100% of time
Reach, bend, kneel and have high level of manual dexterity
Occasionally be required to lift and carry up to 25 pounds
Fast paced environment with frequent interruptions
Frequently exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens
Required to wear Personal Protective Equipment while performing specific tasks or in certain areas
Required to work overtime and extended hours to support center operational needs
Preferred
Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business
Preferably in health care of plasma collection environment or equivalent combination of education and experience
Benefits
Options for health care benefits, including choices of plans for medical and prescription drug, dental, and vision coverage
Company-provided basic life insurance and Short- and Long-Term Disability
The option to participate in CSL’s 401(k) Savings Program
Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business
Paid observed holidays as designated by the Company
Company
CSL
CSL develops innovative biotherapies and influenza vaccines that save lives, and help people with life-threatening medical conditions.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$111M2013-12-20Acquired
2004-02-06Post Ipo Equity· $111M
1994-06-03IPO
Leadership Team
Joy Linton
Chief Financial Officer
Jeffrey Ball
Chief Sustainability Officer
Recent News
2025-10-29
Sydney Morning Herald - Business
2025-10-28
Company data provided by crunchbase