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Customer Service Representative

2 months ago

Grand Rapids, Michigan, United States Versiti Inc. Full time

Position Overview

Versiti Inc. is dedicated to the fusion of donor contributions, scientific exploration, and precision healthcare. We recognize the invaluable nature of blood and life, providing essential services through our esteemed Blood Research Institute and diagnostic laboratories.

Our organization unites exceptional professionals with extensive expertise in transfusion medicine, transplantation, cellular therapies, oncology, and genomics. This collaboration enhances patient outcomes, elevates service quality, and reduces healthcare costs for various providers.

At Versiti, our mission is to enhance patient lives and empower our healthcare partners.

Role Summary

This entry-level position within our contact center is pivotal in engaging current and past donors. The primary responsibility is to cultivate an outstanding donor experience through proactive outbound communication and other related tasks. This role is accountable for individual performance metrics and contributes to the collective monthly goals of the team.

Key Responsibilities
  • Adhere to scheduled work hours
  • Achieve productivity, quality, and service level objectives
  • Deliver persuasive messaging to encourage blood donations
  • Provide comprehensive information regarding blood donation and assist donors in determining eligibility
  • Address donor inquiries and concerns via phone and text
  • Encourage new donor recruitment through referrals from existing donors
  • Inspire and educate donors to arrange their next donation appointment
  • Participate in training sessions and apply learned techniques in daily tasks
  • Maintain accurate donor profiles and information
  • Ensure donor preferences are respected and processed accordingly
  • Engage in team projects as assigned
  • Exemplify Versiti's core values in daily interactions
  • Utilize service recovery strategies to resolve donor issues
  • Provide exemplary customer service by prioritizing donor needs
  • Promote Versiti's mission within the community
  • Perform additional duties as required within the scope of this role
  • Comply with all regulatory and compliance standards
  • Adhere to established operating policies and procedures

Qualifications

Education
  • High School Diploma or equivalent required
Experience
  • 1-3 years of experience in customer service, preferably in a contact center setting
Knowledge, Skills, and Abilities
  • Strong verbal and written communication skills
  • Ability to demonstrate effective sales techniques and manage objections
  • Attention to detail and proficiency in data entry
  • Results-driven with a collaborative approach to meet goals
  • Capability to multitask and communicate progress effectively
  • Experience in a team-oriented environment
  • Proficient in Microsoft Office and adaptable to job-specific software
  • Experience in a multi-channel contact center environment is advantageous
Tools and Technology
  • Personal Computer (desktop, laptop, tablet) required
  • Proficiency in Microsoft Office products required
  • Ability to learn and utilize contact center-specific software required