Call Center Representative

2 weeks ago

Milwaukee, Wisconsin, United States Versiti Inc. Full time
Job Title: Call Center Agent

Job Summary:

Versiti Inc. is seeking a highly motivated and customer-focused Call Center Agent to join our team. As a Call Center Agent, you will be responsible for recruiting current and past donors by creating an exceptional donor experience through assigned outbound call activity and other phone-related tasks.

Key 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 in order 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 which are reasonably within the scope of the duties in this job classification
  • Understand and perform in accordance with all applicable regulatory and compliance requirements
  • Comply with all standard operating policies and procedures

Qualifications:

  • High School Diploma 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
  • 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

Tools and Technology:

  • Personal Computer (desk top, lap top, tablet) required
  • Microsoft Office products required
  • Must learn contact center-specific programs (HemaTerra) required

About Versiti Inc.:

Versiti Inc. is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life-saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories.

We bring together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services, and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other healthcare providers.

We are passionate about improving the lives of patients and helping our healthcare partners thrive.

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