Customer Experience Coordinator

Position Title:

Customer Experience Coordinator

Join our team of heroes!

Are you seeking daily adventure while advancing your career? Look no further.

• Competitive pay and full benefits package
• A mission‑driven organization where every interaction has impact
• A vibrant workplace within Houston, TX —plus free parking
• An opportunity to save lives through kindness, empathy, and service

• 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.

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

• 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 Gulf Coast Blood Management.
• Exemplify the organization’s Service 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 Blood 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.
• Other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to operate a computer and other office machinery and remain in a stationary position. The employee must frequently lift and/or move up to 10 pounds. Employees are required to be familiar with and abide by the team lift requirements as specified in the Safety Program. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to blood and/or blood components, as well as any other biohazard material. The noise level in the work environment is usually…