Call Center Agent - MI - Part-Time - M-TH 3-8pm and alternating Fri 8-1pm / Sat 9-1pm

Versiti•Grand Rapids, MI

19h•Hybrid

About The Position

Versiti is seeking Call Center Agents in Grand Rapids, MI, who are looking for a stable job with predictable hours and a supportive team. This role involves making outbound calls to encourage 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 work days. Versiti is passionate about improving patient lives 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
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 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