About The Position
Versiti is seeking a Call Center Agent in Aurora, IL, to encourage current blood donors to schedule appointments. This role involves making outbound calls, using computer systems for documentation, and providing friendly, professional service. The position requires a combination of in-office and remote work days. Versiti offers stable hours, bi-weekly pay, paid training, and growth opportunities in a positive, team-focused environment. If you are looking for stability, support, and a place to grow your career in customer service, this role could be a great fit.
Requirements
- Strong communication skills
- Comfort using computers and learning new systems
- Reliability and a positive attitude
- High School Diploma 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
- Personal Computer (desk top, lap top, tablet) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) 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 donation needs
- Work with a supervisor who is 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
