About The Position
Versiti is seeking Call Center Agents in Aurora, IL, who are looking for a stable job with predictable hours and a supportive team. This role involves making outbound calls to encourage current blood donors to schedule appointments, using computer systems for documentation, and providing friendly, professional service. The position requires a combination of in-office and remote days. Versiti is passionate about improving the lives of patients and helping healthcare partners thrive.
Requirements
- High School Diploma required 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
- Personal Computer (desk top, lap top, tablet) required
- Microsoft Office products required
Nice To Haves
- Call Center experience is helpful but not 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
- Make outbound calls encouraging current blood donors to schedule appointments
- Use computer systems to document information
- Provide friendly, professional service on every call
- Follow clear processes and training to support blood donor needs
- Work with a supervisor who’s invested in your success
- 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
- vision
- PTO
- 401K
- Short- and Long-term disability
- life insurance
- 7% match dollar for dollar 401(k)
- voluntary programs
- discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
