Customer Support Specialist

2 weeks ago

Charlotte, United States Octapharma Plasma, Inc. Full time

Octapharma Plasma offers professional opportunities that make a meaningful difference. We enhance the lives of patients who need our life-saving medicines. We reward the donors who provide the plasma we collect to make them. And we inspire growth and development in the teams at our donation centers, offices, and labs. We invite you to do the same in this role:


Customer Support Specialist

This Is What You’ll Do:

  • Supports marketing and DX counterparts in donor-focused activities, such as loyalty program, online review management, contact center, in-center promotions, training, and other donor support.
  • Monitors and responds to daily incoming requests from center management that pertain to the DX team, including contact center, loyalty program, and reputation management programs.
  • Manages day to day responsibilities, updates, and reporting with contact center.
  • Manages internal marketing service desk inquiries and routes to appropriate department team members for resolution.
  • Provides audit and analytical reports from various platforms, systems, and/or departments as requested by center leadership and/or DX team; regularly monitors workflows from such, and offers insight to DX leadership in process changes, planning, and overall optimization.
  • Assists with regular tracking and trending of donor initiatives as they relate to donor capture and retention, and makes recommendations based on analysis of those trends, including donor loyalty program and call center optimization.
  • Supports marketing counterparts in donor-focused activities such as producing in-center promotions, training, and other DX initiatives, providing inputs for marketing updates, reports, or newsletters.
  • Works closely with the DX manager, training and learning and development teams to assist in curating, presenting and facilitating DX training for center staff, as needed.
  • Facilitates the effectiveness of third-party vendors, primarily awards/premium vendors, customer service follow up, and contractors.
  • Performs other related duties, as assigned..


This Is Who You Are:

  • Excellent interpersonal skills, strong written and verbal communication skills
  • Highly ambitious and ability to think outside of the box
  • Eager to share new ideas and contribute to a team
  • Self-motivated and willing to assume the initiative
  • Attentive to every detail
  • Capable of thriving while working independently


This Is What It Takes:

  • Bachelor’s degree in Marketing, Sales, or Communications, or equivalent field experience is required.
  • Proven experience with analyzing CSAT, NPS, and other Customer Experience-focused metrics.
  • One, minimum, to three, preferred, years of working experience in a customer centric field.
  • Experience with contact centers is strongly preferred.
  • Previous work experience demonstrating customer service, training skills, decision-making ability; ability to effectively communicate with and positively influence people; conflict resolution.
  • Basic organization, multi-tasking and problem-solving skills and the ability to work well under pressure and meet demanding deadlines.
  • Basic experience with Smartsheet, Asana, or other project management tools.
  • Strong verbal and written communication skills
  • Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
  • Strong people skills that extend to a diverse group of individuals and demographics.


Do Satisfying Work. Earn Real Rewards and Benefits.

We’re widely known and respected for our benefits and for leadership that is supportive and hands-on.

  • Formal training
  • Outstanding plans for medical, dental, and vision insurance
  • Health savings account (HSA)
  • Employee assistance program (EAP)
  • Wellness program
  • 401 (k) retirement plan
  • Paid time off
  • Company-paid holidays
  • Personal time


More About Octapharma Plasma, Inc.

With donation centers and team members throughout the U.S., Octapharma Plasma, Inc. collects plasma to create life-saving medicines for patients worldwide. We are growing at an impressive pace, and so is the positive impact of our work. Our community relies on teamwork, compassion, and expertise to get things done the right way, while making a meaningful difference in the lives we touch.

INNER SATISFACTION.

OUTSTANDING IMPACT.

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