Call Center Agent

Position Summary

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. This position is accountable for individual metrics as well as meeting monthly team collection goals.

Total Rewards Package

Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employees 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 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, dont 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 Versitis 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 Versitis 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