at Heartland Blood Centers in Aurora, Illinois, United States
Job Description
Inbound Agent Donor Response
Job Locations
US-MI-Grand Rapids | US-IN-Indianapolis | US-IL-Aurora | US-WI-Milwaukee
ID
2024-10035
Category
Customer Service and Support
Position Type
Full Time
Overview
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 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. This position is accountable for individual metrics and meeting team collection goals. Career progression for this role includes moving into an Agent or Senior Agent role.
Responsibilities
Adheres to work schedule
Meets productivity, quality, and service level goals
Properly uses transfer process to connect donor with appropriate department
Follows inbound call processes
Answers 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 efforts
Educates and motivates donors to schedule their next donation appointment, where applicable
Attends training and implements techniques/tactics taught into workflow
Maintains accurate donor information in profile
Executes service recovery tactics, such as HEARD model, in order to address donor complaints/concerns and retain more donors
Ability to effectively write replies to donors that are conveyed with clarity, professionalism, and meet department quality standards
Participates on team projects, as assigned
Demonstrates Versiti's core values daily
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
Qualifications
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
Excellent verbal and written communication skills required
Ability to present information to donors with a pleasant demeanor at all times and diffuse situations 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 requiredTools and Technology
Personal Computer (desk top, lap top, tablet) required
Microsoft Office products required
Must learn contact center-specific programs (HemaTerra) required
Connect With Us!
Not ready to apply? Connect with us for general consideration.
We embrace and encourage diversity in our workforce.
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
We participate in eVerify.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
We are a tobacco/smoke-free workplace.
