Call Center Agent - MI - Full-Time - M-Th 11:30a-8p and alternating Fri. 8a-4:30p / Sat. 9a-1p

Versiti, Inc. • Grand Rapids, MI

86d

About The Position

This entry-level, contact center role, is responsible for recruiting current and past donors by creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as other phone-related tasks. This position is accountable for individual metrics as well as meeting monthly team collection goals.

Requirements

• High School Diploma required or equivalent required
• 1-3 years customer service experience, preferably in a contact center environment required
• Excellent verbal and written communication skills required
• Ability to demonstrate sales techniques and overcome objections required
• Good attention to detail and accurate data entry skills required
• Results-oriented / collaborates with management to meet individual goals required
• Ability to multi-task and proactively communicate progress/obstacles required
• Ability to perform in a team-oriented environment required
• Proficient computer skills (Microsoft Office) and ability to learn job-specific applications required
• Moderate to high level of experience working within a multi-channel contact center (social media, chat, email, text) – helpful in order to advance to an Agent II role required

Responsibilities

• Adheres to work schedule
• Meets productivity, quality, and service level goals
• Provides compelling messaging to donors to influence blood donation
• Provides blood donation information and convert donor into appropriate donation type based on donor eligibility
• Answers donor questions, requests and concerns via phone and text
• Recruits new donors by asking existing donors for family/friend referral (pledge)
• Educates and motivates donors to schedule their next donation appointment
• Attends training and implements techniques/tactics taught into workflow
• Maintains accurate donor information in profile
• Ensures donor requests are carried out (opt out of calling list, don’t contact for a period of time, prefers to only receive text messages, etc.) by making the appropriate request and following up to ensure completion
• Participates on team projects, as assigned
• Demonstrates Versiti’s core values daily
• Executes service recovery techniques in order to address donor concerns/complaints
• Provides excellent customer service by always doing what is right for the donor
• Advocates Versiti’s mission in the community
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Benefits

• Medical, Dental, and Vision Plans
• Paid Time Off (PTO) and Holidays
• Short- and Long-term disability
• Life insurance
• 7% match dollar for dollar 401(k)
• Voluntary programs
• Discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees