Outbound Contact Center Representative - Full-Time, 2Nd Shift

Company	Versiti, Inc.See more
Address	Milwaukee, WI
Form of work	Full-time
Salary	$16 an hour
Category	Information Technology

Job description

Overview:

***Candidate must reside within the state of Wisconsin and willing to complete training in-person in the Milwaukee office for the first two weeks***

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 call activity for any of our sites as well as other phone-related tasks. This position is accountable for individual metrics as well as meeting monthly team collection goals.

Compensation & Benefits

$16/hr.
Benefits eligible including medical/dental/vision insurance options, 7% 401(k) match, EAP, employee wellness program, generous PTO, and more.
Shift differentials for evenings/weekends
- Evenings (after 6:00pm) - $1.50/hr.
- Weekends - $2.00/hr.

Schedule

2nd Shift: Monday - Thursday, 10:30am - 8:00pm & Saturday 9:00am - 1:00pm
Hybrid position. Candidate must reside in the state of Wisconsin and be willing to commute to the office quarterly.

Training Schedule

Please be advised the training schedule and standard schedule are different.

Monday - Thursday, 9:00am - 5:30pm & Friday 9:00am - 4:30pm
Must be able to perform training on-site at Milwaukee location for the first two weeks. After training, work will be performed remotely, with quarterly on-site requirement.

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

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 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