About The Position
This entry-level contact center role recruits current and past blood donors and creates an exceptional donor experience through assigned outbound calls for Versiti sites and other phone-related tasks. The position is accountable for individual performance metrics and monthly team collection goals. The agent provides donation information, encourages donors to schedule appointments, and handles donor questions and requests by phone and text while maintaining accurate donor records and honoring communication preferences.
Requirements
- High school diploma or equivalent required.
- 1–3 years of customer service experience required; contact center experience 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 in a multichannel contact center environment (social media, chat, email, and text) is helpful for advancement to Agent II and is listed as required.
- Personal computer (desktop, laptop, or tablet) required.
- Microsoft Office products required.
- Ability to learn contact-center-specific programs, including HemaTerra, required.
Nice To Haves
- Customer service experience in a contact center environment is preferred.
Responsibilities
- Adhere to the work schedule.
- Meet productivity, quality, and service-level goals.
- Provide compelling messaging to influence blood donation.
- Provide blood donation information and convert donors to an appropriate donation type based on eligibility.
- Answer donor questions, requests, and concerns by phone and text.
- Recruit new donors by requesting family and friend referrals from existing donors.
- Educate and motivate donors to schedule their next donation appointment.
- Attend training and apply taught techniques and tactics to workflow.
- Maintain accurate donor information in donor profiles.
- Process donor requests, such as opting out of calls, pausing contact, or preferring text messages, and follow up to ensure completion.
- 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 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
- Medical, dental, and vision plans for eligible full-time regular employees.
- Paid time off and holidays.
- Short- and long-term disability insurance.
- Life insurance.
- 401(k) with a 7% dollar-for-dollar match.
- Voluntary programs and discount programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
