Call Center Agent - IL - Full-Time - Monday, Tuesday, Thursday, 11:30 am-8:00 pm. Friday 9:00 am-4:30 pm, rotating Saturday 9:00 am-1:00 pm

Versiti Blood Center of Illinois is a leading organization in blood donation and transfusion medicine. They are seeking a Call Center Agent to make outbound calls to encourage blood donors to schedule appointments while providing exceptional customer service and support.

Responsibilities

• 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
• Work with a supervisor who’s invested in your success
• 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

Skills

• 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) – helpful in order to advance to an Agent II role required
• Personal Computer (desk top, lap top, tablet) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required
• Call Center experience is helpful but not required

Benefits

• $16.39/hr + shift differentials where applicable
• Predictable and consistent schedules
• Paid training — we teach you everything you need to know
• Supportive supervisors and a team‑oriented culture
• Benefits package (medical, dental, vision, PTO, 401K.)
• 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

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