Call Center Agent - Dayton OH - Full-Time - Mon - Fri 8:30am to 5:00pm - in office 3 days a week

About the role

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognizes the gifts of blood and life are precious. Home to the world‑renowned Blood Research Institute, Versiti enables life‑saving gifts from donors and provides the science behind medicine through its diagnostic laboratories. The organization brings 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 to improve patient outcomes, increase service quality, and reduce the cost of care for hospitals, blood centers, health systems, research institutions, and other healthcare providers. We are hiring Call Center Agents in Dayton, Ohio who want stable, predictable hours, a supportive team, and opportunities to build customer‑service skills and grow their careers in a positive, team‑focused environment.

Responsibilities

• Adheres to work schedule
• Meets productivity, quality, and service level goals
• Provides compelling messaging to donors to influence blood donation
• Provides blood donation information and converts donor into appropriate donation type based on donor eligibility
• Answers donor questions, requests and concerns via phone and text
• Recruits new donors by asking existing donors for family/friend referral (pledge)
• Educates and motivates donors to schedule their next donation appointment
• Attends training and implements techniques/tactics taught into workflow
• Maintains accurate donor information in profile
• Ensures 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
• Participates on team projects, as assigned
• Demonstrates Versiti’s core values daily
• Executes service recovery techniques in order to address donor concerns/complaints
• Provides excellent customer service by always doing what is right for the donor
• Advocates Versiti’s mission in the community
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

• Education: High School Diploma required (or equivalent)
• 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 overcome objections
  • Good attention to detail and accurate data entry skills
  • Results‑oriented; collaborates with management to meet individual goals
  • Ability to multi‑task and proactively communicate progress/obstacles
  • Ability to perform in a team‑oriented environment
  • Proficient computer skills (Microsoft Office) and ability to learn job‑specific applications