Contact Center Representative

2 weeks ago


Aurora, Illinois, United States Versiti Inc. Full time
Job Title: Agent Contact Center

Overview:

Versiti Inc. is a leading organization in the field of transfusion medicine, transplantation, and diagnostic laboratory services. We are committed to improving patient outcomes and providing high-quality services to our healthcare partners.

Job Summary:

This entry-level contact center role is responsible for recruiting current and past donors by creating an exceptional donor experience through assigned outbound call activity and other phone-related tasks. The successful candidate will be accountable for individual metrics and meeting monthly team collection goals.

Responsibilities:

  • Adhere to work schedule and meet productivity, quality, and service level goals
  • Provide compelling messaging to donors to influence blood donation
  • Provide blood donation information and convert donor into appropriate donation type based on donor eligibility
  • Answer donor questions, requests, and concerns via phone and text
  • Recruit new donors by asking existing donors for family/friend referral
  • Educate and motivate donors to schedule their next donation appointment
  • Attend training and implement techniques/tactics taught into workflow
  • Maintain accurate donor information in profile
  • Ensure donor requests are carried out by making the appropriate request and following up to ensure completion
  • Participate on team projects, as assigned
  • Demonstrate Versiti's core values daily
  • Execute service recovery techniques to address donor concerns/complaints
  • Provide excellent customer service by always doing what is right for the donor
  • Advocate Versiti's mission in the community
  • Perform other duties as required or assigned

Qualifications:

  • High School Diploma or equivalent required
  • 1-3 years customer service experience, preferably in a contact center environment required

Knowledge, Skills, and Abilities:

  • 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 and 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

Tools and Technology:

  • Personal Computer (desktop, laptop, tablet) required
  • Microsoft Office products required
  • Must learn contact center-specific programs (HemaTerra) required


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