What are the responsibilities and job description for the Donor Experience Representative position at San Diego Blood Bank?
Position Title: Donor Experience Representative
FLSA: Full-time, Non-Exempt (hourly) plus benefits
Salary: $18.84 - $21.50 per hour (depending on experience)
Schedule: Monday - Friday; 8:00 am to 4:30 pm
Location: SDBB HQ – 3636 Gateway Center Ave, Ste 100, San Diego, CA 92102
Are you passionate about making a real difference in your community? Are you looking for a job where you can contribute to a meaningful cause and grow professionally? If so, San Diego Blood Bank invites you to join our dynamic & diverse team dedicated to the mission of saving & improving lives through blood and biotherapies.
WHY CHOOSE SDBB?
At San Diego Blood Bank, we provide Southern California regional hospitals with a wide range of blood banking services. These include blood collection, component preparation, plateletpheresis, plasmapheresis, leukapheresis, washed blood, frozen blood, autologous storage, designated donation services, and a reference laboratory. San Diego Blood Bank’s Cord Blood Banking Program provides lifesaving stem cell transplants to patients worldwide.
At San Diego Blood Bank, we provide Southern California regional hospitals with a wide range of blood banking services. These include blood collection, component preparation, plateletpheresis, plasmapheresis, leukapheresis, washed blood, frozen blood, autologous storage, designated donation services, and a reference laboratory. San Diego Blood Bank’s Cord Blood Banking Program provides lifesaving stem cell transplants to patients worldwide.
Founded in 1950, San Diego Blood Bank has been an important institution in the San Diego community for decades. Today, SDBB is continuing to grow to meet the changing needs of our healthcare community.
San Diego Blood Bank is a 501(c)(3) nonprofit organization also operating as Southern California Blood Bank. We serve hospitals in San Diego, Los Angeles and Orange Counties. We are the primary blood provider to Rady Children’s Hospital-San Diego and the safety net for hospitals in our region. Every year, more than 150,000 units of blood provided by San Diego Blood Bank are transfused into patients of all ages, socio-economic and ethnic backgrounds throughout Southern California. These patients are struggling with life-threatening medical conditions including cancer and other blood disorders, severe burns, organ transplants, emergency surgery, trauma, childbirth complications and more.
WHAT YOU NEED TO KNOW (Job Summary)
WHAT YOU NEED TO KNOW (Job Summary)
Under the direction of the Blood Donor Experience Manager and, in close collaboration with Telerecruitment Manager, the Donor Experience Representative is responsible for handling phone calls related to donor experience, reviewing and responding to written communication that comes into the organization (i.e., email). This position will support the Donor Experience Team in responding to inquiries about donor programs and initiatives related to organizational goals. The Donor Experience Representative provides creative solutions to enhance the donor experience and ensures all communication to donors includes gratitude, empathy, and appreciation.
WHAT YOU WILL BE DOING TO MAKE A DIFFERENCE (Key Responsibilities):
- Review, research, and reply to emails within designated timeframe.
- Create a ticket and follow-up with donors related to assigned tickets in the ticketing system.
- Research and resolve donor issues and determine when it is necessary to escalate to management.
- Assist with development and distribution of talking points related to donor issues, concerns, and incentives.
- Use department materials and procedures to update donor demographic information, answer donor questions, and forward messages to appropriate departments. If necessary or appropriate, schedule appointments and return calls to donors with follow-up information.
- Provide donors with accurate information regarding their donation possibilities, including donor eligibility, and donation history.
- Maintain accurate donor records and update demographic and master file information.
- Receive inbound calls and make outbound calls related to donor experience, donor incentives, gallon milestone recognition, Guardians Circle opportunities or targeted recruitment lists.
- Provide support in the recruitment and retention of Guardians Circle members.
- Assist with administrative tasks, event planning, signature drives and other special events related to Donor Experience.
- Work across departments to resolve issues with communication and scheduling software vendors.
- Participate in special calling projects and mailings.
- Attend team and department meetings.
- Understand and adhere to the policies and standards as developed as part of the San Diego Blood Bank Compliance Program.
- Perform various other related duties as assigned or requested.
WHAT YOU NEED TO SUCCEED (Minimum Qualifications)
- High School Diploma or General Education Diploma (GED).
- Minimum of two years’ work experience as a customer service representative.
- Must be able to work on a computer for 6-8 hours a day.
- Must be able to perform functions that require a high attention to detail.
- Must have excellent problem-solving skills.
- Must have excellent computer skills, including strong competency in Microsoft Office Suite (Word, Excel, and Outlook) and the ability to learn and use a variety of software (e.g., Learning Management Software, Time Keeping Software, Productivity Software, Blood Donor Portal, and Scheduling)
- Must have strong interpersonal skills to establish and maintain professional relationships.
- Must have strong decision-making skills to appropriately make sound judgments in a timely manner.
- Must have professional communication, both written and oral, which is clear and precise.
- Must have organizational skills – time management, priorities, deadlines, goals.
- Must be flexible and have the ability to manage change.
- Must be able to exercise discretion, independent judgement and make recommendations based upon analysis.
- Must be able to perform under pressure and work in stressful situations.
- Must be self-directed and self-motivated.
WHAT WILL GIVE YOU THE COMPETITIVE EDGE (Preferred Qualifications)
- Experience in a medical, customer service, or blood bank setting preferred.
- Bilingual in a language in addition to English is an asset.
BENEFITS FOR YOU
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the San Diego Blood Bank including:
- Employees working 30 or more hours per week are eligible for employer sponsored health benefits (Medical, Dental, & Vision plans)
- Earn up to 120 hours of paid vacation in your first year.
- 7 paid Holidays 1 personal holiday provided annually.
- 40 hours of paid sick time provided annually.
- 403b retirement plan with 3% employer match starting on your first day.
- Employee Assistance Program - Free for employees and their families
- Service Awards and recognition.
Apply now! Join our team to make a difference every day.
The San Diego Blood Bank is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
The San Diego Blood Bank is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Salary : $19 - $22
