Customer Engagement Specialist

3 weeks ago

Marquand, Missouri, United States Versiti Inc. Full time

Overview:

Versiti is a unique organization that blends donor contributions, scientific exploration, and precision medicine, recognizing the invaluable nature of blood and life. Home to the esteemed Blood Research Institute, we facilitate life-saving donations from our supporters and provide the scientific foundation for medical advancements through our diagnostic laboratories. Versiti unites exceptional professionals with extensive expertise in transfusion medicine, transplantation, stem cell therapies, oncology, genomics, and diagnostic lab services. This synergy of skills and knowledge leads to enhanced patient outcomes, superior service quality, and reduced healthcare costs for hospitals, blood centers, research institutions, and other healthcare providers. Our commitment is to improve patient lives and empower our healthcare partners.

Position Summary:
This entry-level contact center position focuses on engaging current and past donors by delivering an outstanding donor experience through designated outbound calling activities and other phone-related responsibilities. The role is accountable for individual performance metrics and achieving monthly team collection objectives.

Key Responsibilities:

  • Adhere to established work schedules.
  • Meet productivity, quality, and service level targets.
  • Deliver persuasive messaging to encourage blood donations.
  • 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 soliciting referrals from existing donors.
  • Educate and motivate donors to arrange their next donation appointment.
  • Participate in training and apply learned techniques in daily tasks.
  • Maintain accurate donor profiles and information.
  • Ensure donor requests are fulfilled by making appropriate follow-up actions.
  • Engage in team projects as assigned.
  • Exhibit Versiti's core values in daily activities.
  • Implement service recovery strategies to resolve donor issues.
  • Provide exceptional customer service by prioritizing donor needs.
  • Promote Versiti's mission within the community.
  • Perform additional duties as required within the scope of this role.
  • Understand and comply with all relevant regulatory and compliance standards.
  • Adhere to all standard operating procedures and policies.

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

Compensation:
$16.00 per hour, with shift differentials for second shifts.

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 effective sales techniques and address objections.
  • Strong attention to detail and proficiency in data entry.
  • Results-oriented with a collaborative approach to achieving goals.
  • Ability to manage multiple tasks and communicate progress effectively.
  • Experience in a team-oriented environment.
  • Proficient in Microsoft Office and capable of learning job-specific applications.
  • Experience in a multi-channel contact center environment is advantageous for advancement.

Tools and Technology:

  • Personal Computer (desktop, laptop, tablet) required.
  • Proficiency in Microsoft Office products required.
  • Must be able to learn contact center-specific software.

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