What You’ll Do:
- 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
- Work with a supervisor who’s invested in your success
What We Offer:
- $16.39/hr + shift differentials where applicable
- Predictable and consistent schedules
- Paid training — we teach you everything you need to know
- Supportive supervisors and a team-oriented culture
- Benefits package (medical, dental, vision, PTO, 401K.)
What We’re Looking For:
- Strong communication skills
- Comfort using computers and learning new systems
- Reliability and a positive attitude
- Call Center experience is helpful but not required
Schedule:
- Full and Part- Time Schedules
- Set shifts
- Schedules fall between 8am-8pm shifts
Location:
Grand Rapids, MI - Position requires In-office and remote days
Total Rewards Package
Compensation
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. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.
Benefits
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.
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 convert 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
- 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 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
Tools and Technology
- Personal Computer (desk top, lap top, tablet) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) required
