Donor Experience Specialist

Job Description

Job Description

Position Title:

Position Title: Donor Concierge - Sugar Land

Join our team of heroes!

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

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 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

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 donor locations as required, 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 10% 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 noise level in the work environment is usually moderate.

Who We Are:

Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex—the Texas Medical Center—while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.

Some Jobs Change Lives. Others Save Them.

Think you have what it takes to save lives with us? We want to hear from you.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Gulf Coast Blood 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.