Customer Engagement Specialist

2 weeks ago

Marquand, Missouri, United States Versiti Inc. Full time

Overview:

Versiti is a unique blend of donors, scientific inquiry, and precision medicine, recognizing the invaluable contributions of blood and life. We are home to the esteemed Blood Research Institute, facilitating life-saving donations from our contributors while providing the scientific foundation for medicine through our diagnostic laboratories. Versiti unites exceptional talent with unmatched expertise in transfusion medicine, transplantation, stem cell and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific knowledge. This combination of skills and insights leads to enhanced patient outcomes, superior service quality, and reduced healthcare costs for hospitals, blood centers, hospital systems, research and educational institutions, and other healthcare providers. At Versiti, we are dedicated to enhancing patient lives and supporting our healthcare partners' success.

Position Summary:
This entry-level contact center position is responsible for engaging current and former donors by delivering an outstanding donor experience through designated outbound call activities across various sites, along with other phone-related responsibilities. This role is accountable for individual performance metrics and achieving monthly team collection objectives.

Key Responsibilities:

  • Adhere to the established work schedule.
  • Meet productivity, quality, and service level targets.
  • Deliver persuasive messaging to donors to encourage blood donation.
  • Provide information on blood donation and guide donors to the appropriate donation type based on eligibility.
  • Address donor inquiries, requests, and concerns via phone and text.
  • Recruit new donors by encouraging existing donors to refer family and friends.
  • Educate and motivate donors to schedule their next donation appointment.
  • Participate in training and apply learned techniques in daily tasks.
  • Maintain accurate donor information in profiles.
  • Ensure donor requests are fulfilled, such as opting out of call lists or preferring text communication.
  • Contribute to team projects as assigned.
  • Exemplify Versiti's core values in daily activities.
  • Implement service recovery techniques to resolve donor concerns or complaints.
  • Provide exceptional customer service by prioritizing the donor's needs.
  • Promote Versiti's mission within the community.
  • Perform additional duties as required or assigned that fall within the scope of this job classification.
  • Understand and comply with all relevant regulatory and compliance standards.
  • Adhere to all standard operating policies and procedures.

Schedule: Monday through Thursday 11:30 AM - 8:00 PM, alternating Fridays 8:30 AM - 4:30 PM, and Saturdays.

Compensation: $16.00 per hour, with a shift differential for second shift.

Qualifications:
Education:

  • High School Diploma or equivalent required.
Experience:
  • 1-3 years of customer service experience, preferably in a contact center environment.
Knowledge, Skills, and Abilities:
  • Excellent verbal and written communication skills.
  • Ability to demonstrate sales techniques and effectively address objections.
  • Strong attention to detail and accurate data entry skills.
  • Results-oriented and collaborates with management to achieve individual goals.
  • Ability to multitask and proactively communicate progress and challenges.
  • Ability to thrive in a team-oriented environment.
  • Proficient in computer skills (Microsoft Office) and capable of learning job-specific applications.
  • Moderate to high experience in a multi-channel contact center (social media, chat, email, text) is beneficial for advancement to an Agent II role.
Tools and Technology:
  • Personal Computer (desktop, laptop, tablet) required.
  • Proficiency in Microsoft Office products required.
  • Must learn contact center-specific programs (HemaTerra).

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