Call Center Agent

• 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
• Meet productivity, quality, and service level goals
• Provide compelling messaging to donors to influence blood donation
• Provide blood donation information and convert donors into appropriate donation types based on donor eligibility
• Answer donor questions, requests, and concerns via phone and text
• Recruit new donors through family/friend referrals
• Educate and motivate donors to schedule their next donation appointment
• Attend training and implement taught techniques and tactics
• Maintain accurate donor information in profiles
• Process and follow up on donor communication preferences and requests
• Participate in assigned team projects
• Execute service recovery techniques to address donor concerns and complaints
• Advocate Versiti's mission in the community
• Follow regulatory, compliance, and standard operating requirements

• High School Diploma required
• 1-3 years customer service experience, preferably in a contact center environment required
• 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) required
• Personal Computer (desktop, laptop, tablet) required
• Microsoft Office products required
• Must learn contact center-specific programs (Hema Terra) required

Demonstrates strong customer service skills with a focus on effective communication, attention to detail, and the ability to influence donor behavior. Proficient in using computer systems for data entry and managing donor information while adhering to compliance and regulatory standards.

• Customer Service Experience
• Excellent Verbal And Written Communication Skills
• Sales Techniques And Overcoming Objections
• Proficient Computer Skills (Microsoft Office)
• Multi-Channel Contact Center Experience

• Data Entry Skills
• Attention To Detail
• Sales Techniques
• Donor Eligibility Assessment
• Service Recovery Techniques

• Results-Oriented
• Team Collaboration
• Proactive Communication
• Motivational Skills

• Blood Donation
• Donor Communication
• Regulatory Compliance
• Standard Operating Requirements
• Contact Center Environment

• Microsoft Office
• Hema Terra
• Personal Computer