Call Center Agent - MI M-Th and alternating Fri. Sat

Position: Call Center Agent - MI - Full-Time - M-Th 11:30a-8p and alternating Fri. 8a-4:30p / Sat. 9a-1p

Call Center Agent - MI - Full-Time - M-Th 11:30am-8:00pm and alternating Fri. 8am-4:30pm / Sat. 9am-1pm

Versiti Blood Center of Michigan is seeking a full‑time entry‑level Call Center Agent to recruit current and past donors and create an exceptional donor experience through outbound call activity and other phone‑related tasks. The position is accountable for individual metrics and meeting monthly team collection goals.

Benefits

Versiti provides a comprehensive benefits package for full‑time regular employees. Eligible benefits include Medical, Dental, Vision Plans, Paid Time Off (PTO) and Holidays, Short‑ and Long‑term disability, life insurance, 7% 401(k) match, voluntary programs, discount programs, and 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 converts 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 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 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 within scope
• 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 acceptable)

Experience

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

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills
• Ability to demonstrate sales techniques and overcome objections
• Good attention to detail and accurate data entry skills
• Results‑oriented / collaborates with management to meet individual goals
• Ability to multi‑task and proactively communicate progress/obstacles
• Ability to perform in a 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 (social media, chat, email, text) – helpful for advancement to Agent II role

Tools and Technology

• Personal Computer (desktop, laptop, tablet)
• Microsoft Office products
• Must learn contact center‑specific programs (Hema Terra)

Employment Details

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Hospitals and Health Care

Location & Salary

• Grand Rapids, MI
• $14.00‑$16.00 per hour

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