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Job description
Versiti Contact Center RoleThis entry-level contact center role is responsible for creating an exceptional donor experience by promptly answering external donor requests via inbound call activity for any of our sites as well as other external communication related tasks, such as replying to donor voicemails.What You'll Do:Respond primarily to inbound calls, emails, chat and social media, resolving donor issuesUse computer systems to document informationProvide friendly, professional service on every callFollow clear processes and training to support blood donor needsWork with a supervisor who's invested in your successWhat We Offer:$16.39/hr + shift differentials where applicableDevelop new skillsSupportive supervisors and a team-oriented cultureMake a direct impact on the donor experienceBenefits package (medical, dental, vision, PTO, 401K.)What We're Looking For:Strong verbal and written communication skillsComfort using computers and learning new systemsReliability and a positive attitude1-3 years customer service requiredSchedule:Part-Time – 25 hours weeklyMonday – Thursday: 3pm-8pm CST / 4pm-9pm ESTSaturday's 8am-1pm CST / 9am - 2pm ESTFirst 2 weeks in office for training, then start transition to hybridTotal Rewards PackageCompensation The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications. Benefits Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employees are eligible for 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, others.ResponsibilitiesAdheres to work scheduleMeets productivity, quality, and service level goalsProperly uses transfer process to connect donor with appropriate departmentFollows inbound call processesAnswers donor questions, requests and concerns received through any external communication channel (phone, chat, text)Focuses on handling various incoming donor requests to allow agents and senior agents to focus on outbound recruitment effortsEducates and motivates donors to schedule their next donation appointment, where applicableAttends training and implements techniques/tactics taught into workflowMaintains accurate donor information in profileExecutes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donorsAbility to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standardsParticipates on team projects, as assignedDemonstrates Versiti's core values dailyProvides excellent customer service by always doing what is right for the donorAdvocates Versiti's mission in the communityPerforms other duties as required or assigned which are reasonably within the scope of the duties in this job classificationUnderstands and performs in accordance with all applicable regulatory and compliance requirementsComplies with all standard operating policies and proceduresQualificationsEducationHigh School Diploma requiredequivalent requiredExperience1-3 years customer service experience, preferably in a contact center environment requiredKnowledge, Skills and AbilitiesExcellent verbal and written communication skills requiredAbility to present information to donors with a pleasant demeanor at all times and diffuse situations requiredGood attention to detail and accurate data entry skills requiredResults-oriented / collaborates with management to meet individual goals requiredAbility to multi-task and proactively communicate progress/obstacles requiredAbility to perform in a team-oriented environment requiredProficient computer skills (Microsoft Office) and ability to learn job-specific applications requiredModerate 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 requiredTools and TechnologyPersonal Computer (desktop, laptop, tablet) requiredMicrosoft Office products requiredMust learn contact center-specific programs (HemaTerra) required#AJ123
Worksite address
aurora, IL, 60505, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.