Call Center Agent - Indianapolis - Full-Time - M-Thur 8:30-5 rotating Fri and Sat 8:30-4:30 and 9-1

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, enable life-saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti 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.

About the role

We’re hiring Call Center Agents in Indianapolis who want to build customer-service skills, grow their careers, and work in a positive, team-focused environment. This position requires in-office and remote days (not fully remote) with stable, predictable hours, bi-weekly pay, and paid training.

Responsibilities

• Make outbound calls encouraging current blood donors to schedule appointments
• Use computer systems to document information
• Provide friendly, professional service on every call
• Follow clear processes and training to support blood donor needs
• 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 referrals (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 in team projects, as assigned
• Demonstrate Versiti’s core values daily
• Execute service recovery techniques 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 or equivalent required
• 1-3 years customer service experience, preferably in a contact center environment
• 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
• Moderate to high level of experience working within a multi-channel contact center (social media, chat, email, text) – helpful to advance to an Agent II role

Skills

• Strong communication skills
• Comfort using computers and learning new systems
• Reliability and a positive attitude
• Call Center experience is helpful but not required

Benefits

• Medical, dental, and vision plans
• Paid Time Off (PTO) and holidays
• Short- and long-term disability
• Life insurance
• 7% dollar-for-dollar 401(k) match
• Voluntary programs
• Discount programs

Pay

$16.39/hr + shift differentials where applicable

Schedule

• Full and part-time schedules
• Set shifts between 8am-8pm

Location: Indianapolis, IN - Position requires in-office attendance.