Contact Center Representative
2 weeks ago
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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