Call Center Agent

Job Posting

This job was posted by Illinois JobLink. For more information, please see : Illinois JobLink.

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, dont 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 Versitis 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 Versitis 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 :

Personal Computer (desktop, laptop, tablet) required. Microsoft Office products required. Must learn contact center-specific programs (HemaTerra) required.