Customer Service Specialist (Donor Services)

Position Title: Donor Concierge – The Medical Center Overview The Blood Donor Concierge creates exceptional, personalized experiences for donors from appointment scheduling through post-donation follow‑up. This role is critical in increasing donor satisfaction, retention, and referrals, supporting our mission to maintain a safe and adequate blood supply. Benefits 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 Responsibilities Donor Assistance & Service Warmly welcome donors upon arrival and guide them through the check‑in process with a friendly, reassuring approach. Provide personalized attention throughout the donor experience. Anticipate needs before they arise. Create a comfortable, positive atmosphere that eases anxiety for first‑time and returning donors. Coordinate promotional items and refreshments, ensuring donors have hydration and refreshments before and after donation. Communication & Coordination Serve as the subject‑matter expert in donor experience and highlight initiatives at daily huddles with the collections team. Document and maintain detailed donor intelligence to personalize future visits. Organize special recognition for milestone donors (1st, 5th, 10th, 25th donations, etc.). Coordinate with volunteers to ensure consistency in service standards. Answer incoming calls, respond to donor questions, and route calls to appropriate departments. Assist donors in scheduling their next donation upon 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 discomfort and build connections. Anticipate and resolve donor concerns and complaints. Apply de‑escalation techniques to strengthen donor commitment to the mission. Travel to donor locations as required, adapting to organizational and donor needs. Qualifications Associate’s degree in healthcare, hospitality, marketing, public relations, or related field with a minimum of three years of relevant customer service and promotional marketing experience; OR Bachelor’s degree with a minimum of one year; OR a combination of education and experience. Preferred experience with CRM tools; conflict resolution skills required. Willingness to travel locally (up to 10%) using a personal vehicle. Valid Texas Driver’s License and adherence to the Vehicle Safety Program. Proficiency with Microsoft Office. Strong analytical, interpersonal communication, and attention‑to‑detail skills. Ability to manage multiple projects and prioritize work. Physical Demands Stand, move, and use hand dexterity while communicating verbally. Sit or stoop occasionally; required to kneel, crouch, or crawl. Lift or move up to 25 pounds and abide by team lift requirements. Vision needs include color, close, peripheral, and focus adjustment. Work Environment Occasional exposure to blood, blood components, or other biohazard materials. Moderate noise level.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Gulf Coast Blood is an Equal Employment Opportunity Employer. Qualified applicants 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. #J-18808-Ljbffr Gulf Coast Blood