Customer Service Representative

2 weeks ago

Aurora, Illinois, United States Versiti Inc. Full time
Job Summary

Versiti Inc. is seeking a highly motivated and customer-focused individual to join our team as a Call Center Agent. In this role, you will be responsible for recruiting current and past donors by creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as 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 (pledge)
  • 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 (opt out of calling list, don't contact for a period of time, prefers to only receive text messages, etc.) 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
Requirements
  • 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

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