Donor Concierge - Mobiles

Gulf Coast Regional Blood Center; Houston (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading organization is seeking a Donor Concierge to enhance donor experiences and satisfaction. This role involves welcoming donors, providing personalized service, and ensuring a positive atmosphere. The ideal candidate will have strong communication skills and a background in customer service. Join us in saving lives through exceptional donor care and support our mission to maintain a safe blood supply.

Benefits

Competitive compensation and benefits package

Free parking

Engaging opportunity to save lives

Qualifications

• Minimum of three years relevant customer service experience.
• Experience addressing client concerns using conflict resolution techniques.

Responsibilities

• Welcome donors, guiding them through the check-in process.
• Provide personalized attention throughout the Donor Experience Cycle.
• Address concerns promptly and professionally.

Skills

Customer Service

Communication

Analytical Skills

Interpersonal Skills

Attention to Detail

Education

Associate’s degree in healthcare, hospitality, marketing, public relations or a related field

Bachelor’s degree

Tools

CRM tools

Microsoft Office

Job description

City:

Houston

State/Territory:

US-TX

_________________________________________________

Gulf Coast Regional Blood Center

9990 Fannin Street, Houston, TX 77045

New Posting!

TITLE/CODE: Donor Concierge - Mobiles

DEPARTMENT: Customer Experience Department

Join our team of heroes!

The Blood Donor Concierge creates exceptional, personalized experiences for blood donors from the moment they schedule their appointment through post-donation follow-up. This role is crucial in increasing donor satisfaction, retention, and referrals while supporting our mission to maintain a safe and adequate blood supply for patients in need.

JUST FOR YOU:

• Competitive compensation and benefits package.
• Texas Medical Center location with free parking.
• 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 will:

Donor Assistance & Service

• Warmly welcoming donors upon arrival, guiding them through the check-in process with a friendly, reassuring approach.
• Provide personalized attention to donors throughout the Donor Experience Cycle, anticipating needs before they arise.
• Create a comfortable, positive atmosphere that helps ease anxiety for the first time and returning donors.
• Coordinate promotional items and refreshment services, ensuring donors have access to hydration and refreshments before and after donation.

Communication & Coordination

• Serve as the subject matter expert in donor experience, highlighting donor experience initiatives at daily huddles with the collections team.
• Document and maintain detailed donor intelligence to personalize future visits.
• Organize special recognition for gallon milestone donors (1st, 5th, 10th, 25th donations, etc.)
• Coordinate with any volunteers present to ensure consistency in service standards.
• Answer incoming phone calls, answer donor questions and route calls to appropriate departments.
• Offer assistance for donors to schedule their next donation at the conclusion of each visit.

Service Recovery

• Address concerns promptly and professionally, serving as the primary point of contact for donor needs.
• Engage donors in meaningful conversation to distract from any discomfort and create connection.
• Anticipate and resolve donor concerns and complaints.
• Foster strong relationships and apply de-escalation techniques to positively engage donors and strengthen their commitment to the mission.
• Travel to and between mobile operations sites (blood drives), adapting to organizational and donor needs to support engagement goals.

We need someone who has:

• Associate’s degree in healthcare, hospitality, marketing, public relations or a related field from an accredited college or university plus a minimum of three years of relevant customer service and promotional marketing experience. OR Bachelor’s degree plus a minimum of one-year relevant customer service experience. OR a combination of relevant education and experience.
• CRM tool usage preferred. Experience addressing client concerns promptly and effectively using conflict resolution techniques required.
• Willingness and ability to complete local travel up to 100% of the time utilizing a personal vehicle.
• Valid Texas Driver's License and adherence to the Vehicle Safety Program.
• Computer Literate: Microsoft Office
• Must have strong analytical skills.
• Must have strong interpersonal communication skills.
• Good attention to detail, accuracy.
• Ability to manage multiple projects and prioritize own work.

PHYSICAL DEMANDS

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 regularly required to stand, move about, use hand and finger dexterity, handle objects, reach with hands and arms, and communicate verbally. The employee is regularly required to sit or stoop; occasionally required to kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 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 color vision, close vision, peripheral vision and ability to adjust focus.

WORK ENVIRONMENT

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 employee is occasionally exposed to hot, cold, wet and/or humid conditions, fumes or airborne particles. The noise level in the work environment is usually moderate.

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 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.