Outbound Contact Center Agent (Full-Time, 2nd Shift)
Full Time
Milwaukee, WI 53233
Posted
Job description
Overview:
When you will work:
M-Th 10:30am-8pm & Saturday 9am-1pm
Compensation:
Education
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Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.
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/inbound call activity for any of our sites as well as other phone-related tasks, such as replying to donor texts. This position is accountable for individual metrics as well as meeting monthly team collection goals.
When you will work:
M-Th 10:30am-8pm & Saturday 9am-1pm
Compensation:
- $16/hr. + evening and weekend shift differentials
- Benefits - insurance, PTO, 401(k) with 7% match, employee wellness program, and more!
- 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 administrative/clerical duties as assigned in order to complete tasks related to the department’s operation
- Performs other duties as assigned
- Complies with all policies and standards
***All new employees must obtain primary Covid-19 vaccination (single dose Johnson & Johnson or 2 dosages of Pfizer/Moderna/Novavax) prior to start date or have an approved accommodation prior to their start date. ***
Education
- High School Diploma required
- equivalent required
Experience
- 1-3 years customer service experience, preferably in a contact center environment required
Knowledge, Skills and Abilities
- General understanding of Versiti mission and operation
- Excellent verbal and written communication skills
- Ability to present information to donors with a pleasant demeanor at all times
- Good attention to detail and accurate data entry skills
- Results-oriented / collaborates with management to meet individual goals
- Proven persuasion skills with ability to handle opposition
- 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 in order to advance to an Agent II role
Tools and Technology
- Personal Computer (desk top, lap top, tablet) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) required
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