Customer Service Response Agent - Part Time (25 hours)

Versiti Contact Center Role

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.

What You'll Do:

• Respond primarily to inbound calls, emails, chat and social media, resolving donor issues
• 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

What We Offer:

• $16.39/hr + shift differentials where applicable
• Develop new skills
• Supportive supervisors and a team-oriented culture
• Make a direct impact on the donor experience
• Benefits package (medical, dental, vision, PTO, 401K.)

What We're Looking For:

• Strong verbal and written communication skills
• Comfort using computers and learning new systems
• Reliability and a positive attitude
• 1-3 years customer service required

Schedule:

• Part-Time 25 hours weekly
• Monday Thursday: 3pm-8pm CST / 4pm-9pm EST
• Saturday's 8am-1pm CST / 9am - 2pm EST
• First 2 weeks in office for training, then start transition to hybrid

Total Rewards Package

Compensation The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications. Benefits Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employees are eligible for 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, others.

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 required

Tools and Technology

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

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