About The Position
Versiti is hiring a Call Center Agent in Aurora, Illinois, to support blood donors through outbound calls and other contact channels. The role encourages current donors to schedule appointments, provides information about blood donation, and helps donors select appropriate donation types based on eligibility. Agents document donor information in computer systems, answer questions and requests by phone and text, and deliver friendly, professional service while following established processes and training. The position requires both in-office and remote work; it is not fully remote. Schedules are set and fall between 8:00 a.m. and 8:00 p.m. The specific schedule provided 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. Versiti offers paid training, predictable hours, and opportunities for growth. The target pay is $16.39 per hour, with shift differentials where applicable.
Requirements
- High school diploma or equivalent required.
- One to three years of customer service experience required, preferably in a contact center environment.
- 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 or 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-level experience in a multichannel contact center (such as social media, chat, email, or text) is identified as helpful for advancement to Agent II.
- Reliable and positive attitude.
- Comfort using computers and learning new systems.
Nice To Haves
- Call center experience is helpful but not required.
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 match donors to appropriate donation types based on eligibility.
- Answer donor questions, requests, and concerns by phone and text.
- Recruit new donors by asking existing donors for family or 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, including contact preferences and opt-out requests, and follow up to ensure they are completed.
- 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 within the scope of the job classification as required or assigned.
- Understand and comply with applicable regulatory and compliance requirements.
- Follow standard operating policies and procedures.
Benefits
- Paid training.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Paid time off (PTO) and holidays.
- Short- and long-term disability insurance.
- Life insurance.
- 401(k) with a 7% dollar-for-dollar match.
- Voluntary programs and discount programs.
- Shift differentials where applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
