Call Center Agent - MI - Full-Time - M-Th 8a-4:30p and alternating Fri 8a-4:30p / Sat 9a-1p

About the Role

This entry-level, contact center role is 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. The position is accountable for individual metrics and meeting monthly team collection goals.

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 donors into appropriate donation types based on eligibility
• Answers donor questions, requests, and concerns via phone and text
• Recruits new donors by asking existing donors for family/friend referrals (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 (e.g., opt-out of calling list, temporary contact restrictions, or preference for text messages) by making appropriate requests and following up to ensure completion
• Participates in team projects, as assigned
• Demonstrates Versiti’s core values daily
• Executes service recovery techniques 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, reasonably within the scope of this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Requirements

• High School Diploma or equivalent required
• 1-3 years of 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 for advancement to an Agent II role

Tools and Technology

• Personal Computer (desktop, laptop, tablet)
• Microsoft Office products
• Contact center-specific programs (e.g., HemaTerra)

Pay

The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance.

Benefits

Versiti provides a comprehensive benefits package for full-time regular employees, including:

• 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