Gulf Coast Regional Blood Center is the only blood provider to Houston and its surrounding communities 24 hours a day, 7 days a week. We are one of the largest community blood centers in the United States, serving 170 hospitals and healthcare facilities in a 26-county area, including the largest medical center in the world, Texas Medical Center. Our facilities include Gulf Coast Regional Blood Center East Texas as well as Gulf Coast Regional Blood Center of Brazos Valley.
As a nonprofit, the patients, and donors we serve are at the heart of everything we do. We continuously ensure our donors have an incredible experience while saving lives in our community. From personal TVs to blankets and snacks, we aim to keep our donors comfortable and happy. Every donor is a hero to us and the families you impact each time you give blood.
We are currently seeking to hire a Customer Experience Associate. In this role, you will be responsible for the development, delivery, and efficacy of programs to ensure delivery of a positive donor experience in support of Customer Experience initiatives.
RESPONSIBILITIES:
- Provide onsite donor engagement at specific GCRBC mobile blood drives that have been identified to have the greatest opportunity to create the most effective Customer Experience impact
- Exhibit an enthusiastic and professional demeanor when interacting with our donors, chairpersons and GCRBC employees
- Receive and process communications from internal and external customers
- Act as liaison for customer/donor issues
- Address, resolve or appropriately route customer concerns to appropriate teams to ensure response or resolution
- Provide appropriate contact information to ensure follow-up to customer/donor
- Advocate for our Service Program to be exhibited by our team members during our mobile blood drives through colleague engagement and conversation
- Provide ongoing customer experience feedback of donor experiences to GCRBC Management
- Ensure our organization’s corporate culture is demonstrated by our employees during donor, chairperson, and employee interactions
- Determine and implement “Best Practices” for customer engagement and retention
- Look for opportunities to increase donor engagement and provide positive engagement opportunities and develop action plan for execution
- Provide reports on customer experience initiatives that capture “voice of the donor”
- 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
REQUIREMENTS:
- 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
- Two years customer service experience is preferred in client-facing opportunity
- Proficiency in Microsoft Office Suite (advanced experience in is Excel preferred)
- Bilingual English/Spanish is 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
- Valid Texas Driver’s License (TDL) plus acceptable driving record
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.