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Call Center Agent

Versiti, Inc • Grand Rapids, MI • 3d ago

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

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