Call Center Agent - Indianapolis- Full-Time - Mon to Thurs 11:30 AM till 8:00 PM, alternating Fri and Sat 8:30 AM till 4:30 or 9:00 AM till 1:00 PM

Versiti, Inc.•Indianapolis, IN

9d•Hybrid

About The Position

Versiti is hiring a Call Center Agent in Indianapolis to contact blood donors and support donor scheduling in a team-focused environment. The position requires both in-office and remote work days and is not fully remote. The role includes making outbound calls to current donors, answering donor questions through phone and text, documenting information in computer systems, and providing professional service. Paid training and support from supervisors are provided. The posted schedule is Monday through Thursday, 11:30 AM to 8:00 PM, with alternating Fridays and Saturdays working either 8:30 AM to 4:30 PM or 9:00 AM to 1:00 PM. The agent encourages blood donation, educates donors about donation options and eligibility, and helps donors schedule appointments. The role also involves maintaining accurate donor records and ensuring donor communication preferences and requests are carried out. Compensation is $16.39 per hour, with shift differentials where applicable. The position includes a benefits package for eligible full-time regular employees.

Requirements

High school diploma or equivalent required.
1–3 years of customer service experience required; contact center experience is preferred.
Excellent verbal and written communication skills.
Ability to demonstrate sales techniques and overcome objections.
Good attention to detail and accurate data-entry skills.
Results-oriented approach and ability to collaborate with management to meet individual goals.
Ability to multitask and proactively communicate progress and obstacles.
Ability to work in a team-oriented environment.
Proficient computer skills, including Microsoft Office, and ability to learn job-specific applications.
Personal computer proficiency, including desktop, laptop, or tablet use.
Ability to learn contact-center-specific programs, including HemaTerra.
Position requires both in-office and remote work days.

Nice To Haves

Call center experience is helpful.
Moderate to high experience working in a multichannel contact center, including social media, chat, email, and text, is helpful for advancing to an Agent II role.

Responsibilities

Adhere to the work schedule.
Meet productivity, quality, and service-level goals.
Make outbound calls encouraging current blood donors to schedule appointments.
Provide compelling messaging to donors to influence blood donation.
Provide blood donation information and convert donors to an appropriate donation type based on eligibility.
Answer donor questions, requests, and concerns via phone and text.
Recruit new donors by asking existing donors for family and friend referrals.
Educate and motivate donors to schedule their next donation appointment.
Attend training and apply the techniques and tactics taught to daily work.
Maintain accurate donor information in donor profiles.
Carry out donor requests, such as opting out of calls, pausing contact, or preferring text messages, and follow up to ensure completion.
Participate in team projects as assigned.
Demonstrate Versiti’s core values.
Use service recovery techniques to address donor concerns and complaints.
Provide excellent customer service by doing what is right for the donor.
Advocate Versiti’s mission in the community.
Perform other duties reasonably within the scope of the job classification.
Understand and comply with applicable regulatory and compliance requirements.
Comply with standard operating policies and procedures.
Use computer systems to document information.