JOB REQUIREMENTS: 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... For full info follow application link. 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. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/FDB83A922C4C4157 Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.