Versiti Blood Center of Illinois is a leading organization in transfusion medicine and diagnostics. They are seeking a Call Center Agent in Aurora, IL, to provide excellent customer service by encouraging blood donors to schedule appointments and documenting information accurately.
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
Company Overview
Based in Aurora, Versiti Blood Center of Illinois serve 63 hospitals in a 12-county area in Chicagoland and Northwest Indiana, and collects more than 155,000 units of blood annually. It was founded in 1943, and is headquartered in Aurora, IL, US, with a workforce of 201-500 employees. Its website is http://www.versiti.org/illinois.