Customer Service Response Agent - Part Time (25 hours)

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate. We need to parse the posting. Let's extract sections: - About the role: The first paragraph about Versiti? Actually "Position Summary" is about the role. So we can put "About the role" heading with that summary. Position Summary: "This entry-level contact center role is responsible for creating an exceptional donor experience by promptly answering external donor requests via inbound call activity for any of our sites as well as other external communication related tasks, such as replying to donor voicemails." Also earlier paragraph about Versiti is company description; maybe not needed as "About the role"? Could include but it's more about company. The instruction: use headings for section headings like About the role, Responsibilities, etc. The "About the role" could include position summary. We'll include that. - Responsibilities: There's a "What You’ll Do" bullet list: Respond primarily to inbound calls, emails, chat and social media, resolving donor issues; Use computer systems to document information; Provide friendly, professional service on every call; Follow clear processes and training to support blood donor needs; Work with a supervisor who’s invested in your success. Also later there is a long "Responsibilities" section with many bullet-like sentences. We need to preserve all substantive info. So we should combine both sets? The "What You’ll Do" is a short list; later "Responsibilities" is a detailed list. We'll include all responsibilities under

• . Must not duplicate? We'll include all distinct items. Let's extract responsibilities from the later section: - Adheres to work schedule - Meets productivity, quality, and service level goals - Properly uses transfer process to connect donor with appropriate department - Follows inbound call processes - Answers donor questions, requests and concerns received through any external communication channel (phone, chat, text) - Focuses on handling various incoming donor requests to allow agents and senior agents to focus on outbound recruitment efforts - Educates and motivates donors to schedule their next donation appointment, where applicable - Attends training and implements techniques/tactics taught into workflow - Maintains accurate donor information in profile - Executes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donors - Ability to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standards - Participates on team projects, as assigned - Demonstrates Versiti's core values daily - 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 Also from "What You’ll Do": Respond primarily to inbound calls, emails, chat and social media, resolving donor issues; Use computer systems to document information; Provide friendly, professional service on every call; Follow clear processes and training to support blood donor needs; Work with a supervisor who’s invested in your success. We can merge but avoid duplication. Some items overlap: answering donor questions etc. We'll keep all. - Requirements: The posting has "What We’re Looking For": Strong verbal and written communication skills; Comfort using computers and learning new systems; Reliability and a positive attitude; 1-3 years customer service required; Schedule Part-Time – 25 hours weekly Monday – Thursday: 3pm-8pm CST / 4pm-9pm EST Saturday’s 8am-1pm CST / 9am - 2pm EST; First 2 weeks in office for training, then start transition to hybrid. Also "Qualifications" section includes Education, Experience, Knowledge, Skills And Abilities, Tools and Technology. We need to separate sections: Requirements vs Qualifications vs Skills. The instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly. We have: - Requirements: likely the "What We’re Looking For" bullet list (skills, schedule, etc). Could also include education/experience? But those are under Qualifications. - Qualifications: Education, Experience, Knowledge, Skills And Abilities, Tools and Technology. - Skills: maybe overlapping with Knowledge, Skills And Abilities. But we could treat "Skills" as a separate heading for specific skills list. However we have many skill items already under Qualifications. To avoid thin sections, we could combine Knowledge, Skills And Abilities under Qualifications and not create separate Skills heading unless there is distinct skill list. The instruction: prefer a few substantive sections over many thin ones. So we may omit Skills heading and put skill details under Qualifications. - Benefits: There's "What We Offer": $16.39/hr + shift differentials where applicable; Develop new skills; Supportive supervisors and a team‑oriented culture; Make a direct impact on the donor experience; Benefits package (medical, dental, vision, PTO, 401K.) Also later "Benefits" section: Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others. But note the job is part-time (25 hours weekly). Benefits may still apply? The posting says "Benefits package (medical, dental, vision, PTO, 401K.)" under What We Offer. Then later Benefits section describes full-time regular employees eligibility. Since this is part-time, maybe not eligible for all. But we should preserve substantive info: we have both. We'll include Benefits section with the details from What We Offer and the Benefits paragraph (maybe note full-time eligibility). We'll keep both. - Pay: There's "$16.39/hr + shift differentials where applicable" under What We Offer. Also later "Total Rewards Package Compensation" paragraph about target salary based on internal averages, etc. That's more generic. We should include Pay section with the specific hourly rate and note shift differentials. The later paragraph is vague; we should not include filler like "commensurate with experience". It says "Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications." That's vague; we should not include as it's not specific. So Pay section will have the $16.39/hr + shift differentials. - Schedule: There's schedule details: Part-Time – 25 hours weekly Monday – Thursday: 3pm-8pm CST / 4pm-9pm EST Saturday’s 8am-1pm CST / 9am - 2pm EST; First 2 weeks in office for training, then start transition to hybrid. Also maybe mention shift differentials? We'll put schedule. Now we need to output HTML fragment with

  headings and

  • for lists,

    for prose. We must not include boilerplate like EEO, navigation, etc. Already removed. We must not repeat job title. We must not include Job ID / requisition numbers as headings; we can drop the "#AJ123" maybe as minor metadata in a short

    or drop it. Probably drop it. Now craft sections:

    About the role

    This entry-level contact center role is responsible for creating an exceptional donor experience by promptly answering external donor requests via inbound call activity for any of our sites as well as other external communication related tasks, such as replying to donor voicemails.

    Optionally include company description? Not needed.

    Responsibilities

    • Respond primarily to inbound calls, emails, chat and social media, resolving donor issues
    • Use computer systems to document information
    • Provide friendly, professional service on every call
    • Follow clear processes and training to support blood donor needs
    • Work with a supervisor who’s invested in your success
    • Adheres to work schedule
    • Meets productivity, quality, and service level goals
    • Properly uses transfer process to connect donor with appropriate department
    • Follows inbound call processes
    • Answers donor questions, requests and concerns received through any external communication channel (phone, chat, text)
    • Focuses on handling various incoming donor requests to allow agents and senior agents to focus on outbound recruitment efforts
    • Educates and motivates donors to schedule their next donation appointment, where applicable
    • Attends training and implements techniques/tactics taught into workflow
    • Maintains accurate donor information in profile
    • Executes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donors
    • Ability to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standards
    • Participates on team projects, as assigned
    • Demonstrates Versiti's core values daily
    • 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

    Requirements

    • Strong verbal and written communication skills
    • Comfort using computers and learning new systems
    • Reliability and a positive attitude
    • 1-3 years customer service experience required
    • Part‑Time schedule: 25 hours weekly; Monday–Thursday 3 pm–8 pm CST / 4 pm–9 pm EST; Saturdays 8 am–1 pm CST / 9 am–2 pm EST
    • First 2 weeks in office for training, then transition to hybrid work

    Qualifications

    • Education: High School Diploma or equivalent required
    • Experience: 1‑3 years customer service experience, preferably in a contact center environment required
    • Knowledge, Skills and Abilities:
      • Excellent verbal and written communication skills required
      • Ability to present information to donors with a pleasant demeanor at all times and diffuse situations 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
    • Tools and Technology:
      • Personal Computer (desktop, laptop, tablet) required
      • Microsoft Office products required
      • Must learn contact center‑specific programs (HemaTerra