What are the responsibilities and job description for the Contact center agent position at Versiti, Inc.?
Agent Contact Center
Job Locations US-MI-Grand Rapids
2024-9692
Category
Customer Service and Support
Position Type
Full Time
Overview
Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious.
We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories.
Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise.
This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers.
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.
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
Schedule : M-Th 8a-4 : 30 with alternating Fridays 8-4 : 30 / Sat 9-1 OR no Fridays and every Sat.
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Last updated : 2024-04-23
