at Versiti Blood Center of IL in Aurora, Illinois, United States
Job Description
Responsibilities- 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
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 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
Tools and Technology
- Personal Computer (desk top, lap top, tablet) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) required
