Customer Experience Coordinator

Gulf Coast Regional Blood Center

9990 Fannin Street, Houston, TX 77045

TITLE/CODE: Customer Experience Coordinator

DEPARTMENT: Customer Experience Department

Join our team of heroes!

Position is responsible for the development, delivery and efficacy of programs to ensure delivery of a positive donor experience in support of Customer Experience initiatives.

JUST FOR YOU:

• Competitive compensation and benefits package.
• Texas Medical Center location with free parking.
• Work-life Balance: Monday to Friday, 8 am - 5 pm.
• Engaging and exciting opportunity to SAVE LIVES.

Tips to thrive in our culture:

• Embody our Core Values of Commitment, Integrity, and Respect
• Work to actively create experiences that inspire others to save lives, each and every day.
• Embrace doing it right, making connections, and creating desired experiences.
• Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.

In this role, you’ll:

• Receive and process communications from internal and external customers.
• Exhibit an enthusiastic and professional demeanor when interacting with our donors and fellow GCRBC employees.
• Act as intake for customer/donor issues; resolve or route customer concerns to appropriate team(s) to ensure response or resolution.
• Create and update donor records, ensuring appropriate documentation of donor activity and engagement.
• Maintain and distribute reports from database of customer/donor calls and issues.
• Provide ongoing Customer Experience feedback loop of donor experiences to GCRBC Management.
• Exemplify the organization’s Service Vision Program: "Do it Right", "Make a Connection" and "Create an Experience" with all customers, both internal and external
• Ensure our organization’s Corporate Culture is demonstrated by our employees during donor and employee interactions.
• Determine and implement "Best Practices" for customer engagement and retention.
• Provide weekly and monthly reports on customer service and quality initiatives.
• Represent the voice of the donor and provide input into every core Customer Experience initiative and process.
• Complete administrative tasks correctly and on time. Help as needed with reports, events, and required paperwork.
• Understand, monitor and ensure effective execution of all Gulf Coast Regional Blood Center policies and procedures to support organizational goals and values.
• Adhere to state and federal guidelines and professionally support affirmative action, social responsibility and diversity initiatives.

We need someone who has:

• Associate’s Degree (Bachelor's desirable) from an accredited college or university plus a minimum of three years of customer service experience or equivalent combination of education and experience.
• Proficiency in computer software - Microsoft Office Suite, Advanced experience in Excel preferred.
• Bilingual English/Spanish highly preferred.
• Ability to Type 50 wpm. Good attention to detail, and accuracy.
• Good interpersonal communication skills.
• Ability to manage multiple projects and prioritize own work.
• Healthcare experience is highly desirable.

Think you have what it takes to save lives with us? We want to hear from you!

EQUAL OPPORTUNITY EMPLOYER STATEMENT

The Blood Center is an Affirmative Action/Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.