Call Center Agent - Aurora, IL - Full-time - Mon, Tues, Thur 10:30 am-8:00 pm Friday 9:00 am-4:30 pm and rotating Saturday 9:00 am-1:00 pm

Versiti • Aurora, IL

1d • Hybrid

About The Position

Versiti is hiring a Call Center Agent in Aurora, Illinois. The position involves making outbound calls to current blood donors to encourage appointment scheduling, providing information about blood donation, and delivering friendly, professional service by phone and text. Agents use computer systems to document and maintain donor information, follow established processes and training, and help donors select appropriate donation types based on eligibility. The role also includes recruiting new donors through referrals, addressing donor questions and concerns, honoring communication preferences, and supporting Versiti’s mission and service standards.

The position requires both in-office and remote workdays and is not fully remote. The posting describes predictable, set schedules and paid training. The listed schedule is Monday, Tuesday, and Thursday from 10:30 a.m. to 8:00 p.m.; Friday from 9:00 a.m. to 4:30 p.m.; and rotating Saturdays from 9:00 a.m. to 1:00 p.m. The posting also mentions that full-time and part-time schedules are available, with shifts falling between 8:00 a.m. and 8:00 p.m.

The target pay is $16.39 per hour, with shift differentials where applicable. Benefits for eligible full-time regular employees include medical, dental, and vision plans, paid time off and holidays, short- and long-term disability, life insurance, a 7% dollar-for-dollar 401(k) match, voluntary programs, and discount programs.

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.
• Moderate to high experience working in a multi-channel contact center, including social media, chat, email, and text, is described as helpful for advancing to an Agent II role.

Nice To Haves

• Call center experience.
• Experience in a contact center environment.
• Experience with multiple contact-center channels such as social media, chat, email, and text.

Responsibilities

• Adhere to the work schedule.
• Meet productivity, quality, and service-level goals.
• Provide compelling messaging to donors to encourage blood donation.
• Provide blood donation information and help donors select an appropriate donation type based on eligibility.
• Answer donor questions, requests, and concerns by 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.
• Ensure donor requests and communication preferences are carried out, including opting out of calls, temporary do-not-contact requests, and text-only preferences.
• 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 and do 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.

Benefits

• Paid training.
• Medical, dental, and vision plans for eligible full-time regular employees.
• Paid time off and holidays for eligible full-time regular employees.
• Short- and long-term disability insurance for eligible full-time regular employees.
• Life insurance for eligible full-time regular employees.
• A 7% dollar-for-dollar 401(k) match for eligible full-time regular employees.
• Voluntary programs and discount programs.
• Predictable and consistent schedules.
• Shift differentials where applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED