Call Center Agent - IL

Call Center Agent - IL - Full-Time - Monday, Tuesday, Thursday 9:00am-5:30pm, Friday 8:00am-4:30pm and rotating Saturday 9:00am-1:00pm

Versiti Blood Center of Illinois is dedicated to improving the lives of patients and helping our healthcare partners thrive. The organization is a fusion of donors, scientific curiosity, and precision medicine that provides life saving gifts from our donors and the science behind the medicine through our diagnostic laboratories.

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

Compensation
The target salary for this position is $16.00 per hour. The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed.

Benefits
Versiti provides a comprehensive benefits package including 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, and other benefits.

• Adhere to work schedule.
• Meet productivity, quality, and service level goals.
• Provide compelling messaging to donors to influence blood donation.
• Provide blood donation information and convert donor into appropriate donation type based on donor eligibility.
• Answer donor questions, requests and concerns via phone and text.
• Recruit new donors by asking existing donors for family/friend referral.
• Educate and motivate donors to schedule their next donation appointment.
• Attend training and implement techniques/tactics taught into workflow.
• Maintain accurate donor information in profile.
• Ensure donor requests are carried out by making the appropriate request and following up to ensure completion.
• Participate on team projects, as assigned.
• Demonstrate Versiti’s core values daily.
• Execute service recovery techniques to address donor concerns/complaints.
• Provide excellent customer service by always doing what is right for the donor.
• Advocate Versiti’s mission in the community.
• Perform other duties as required or assigned which are within the scope of the duties in this classification.
• Understand and perform in accordance with all applicable regulatory and compliance requirements.
• Comply with all operating policies and procedures.

Education
High School Diploma required.

Experience
1-3 years customer service experience, preferably in a contact center environment.

Knowledge, Skills, and Abilities
Excellent verbal and written communication skills, sales techniques and overcoming objections, attention to detail and accurate data entry, results-oriented collaboration, ability to multi-task and proactively communicate progress/obstacles, team-oriented environment, proficient computer skills (Microsoft Office) and ability to learn job-specific applications, moderate to high level of experience working within a multi-channel contact center.

Tools and Technology
Personal Computer (desktop, laptop, tablet), Microsoft Office products and contact center-specific programs (Hema Terra).

• Entry level