Donor (Customer) Support Coordinator
Blood Center Headquarters (La Concha)
Donor (Customer) Support Coordinator
Hours Per Week:
GULF COAST REGIONAL BLOOD CENTER
(Location: 1400 LaConcha Lane in Houston, Texas 77054)
TITLE/CODE: Coordinator – Donor Support
DEPARTMENT: Commit for Life Department
SCOPE OF RESPONSIBILITY
Position is responsible for the development, delivery and efficacy of programs to ensure delivery of a positive donor experience in support of Commit for Life initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
- Receives and process communications from internal and external customers.
- Acts as intake for customer/donor issues; resolves or appropriately routes customer concerns to ensure response or resolution.
- Maintains and distributes reports from database of customer/donor calls and issues.
- Determines and implements "Best Practices" for customer focus.
- Serves as trainer for the Customer Service Database.
- Works with Vendors to notify donors of back orders, returns and discontinued items from CFL Store.
- Serves as liaison to community advocate group by attending monthly meetings and quarterly blood drives.
- Provide weekly and monthly reports to CFL on customer service and quality initiatives.
- Responsible for maintaining a high level of professionalism with donors and works to establish a positive rapport with every caller.
Must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others. Must comply with all applicable safety rules and policies and be willing to report actual and potential safety violations to the appropriate supervisor or manager.
Must maintain regular and acceptable attendance at such level as is determined in The Blood Center’s sole discretion.
Full time: must be regularly available to work at least 8 hours per day, 40 hours per week, or such other days or hours per week as The Blood Center determines are necessary to meet business needs.
Overtime (applicable only to non-exempt positions)
Must be available and willing to work such overtime per day or per week as The Blood Center determines is necessary or desirable to meet business needs.
Weekend and Holidays
Must be available and willing to work such weekends and holidays as The Blood Center determines are necessary or desirable to meet its business needs.
Must be regularly able to work at off-site locations and to either transport self or be transported to same.
This position has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
EDUCATION AND EXPERIENCE
Associate’s Degree (Bachelor's desirable) from an accredited college or university plus a minimum of two years of customer service experience or equivalent combination of education and experience. Excellent verbal and written communication skills.
CERTIFICATES, LICENSES, REGISTRATIONS
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances and to listen well; write clearly and effectively present ideas to document activities and to read and interpret a variety of written information. Bilingual English/Spanish highly desirable.
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. Ability to make decisions quickly on available information and to take action; to make commitments and not change decisions when challenged and to deal with emergencies when necessary; to take action in solving problems while exhibiting judgment and a realistic understanding of issues; use reason, even when dealing with emotional topics.
GOAL SETTING/PROBLEM SOLVING SKILLS
Ability to define realistic, specific goals and objectives and to prioritize objectives; start and persist with specific courses of action while exhibiting high motivation and a sense of urgency; use a systematic approach in solving problems through analysis of the problem and evaluation of alternative solutions.
Ability to develop unique and novel solutions to problems; use intuition and a new way of thinking to create new ideas; present information in an attention getting and interesting manner.
Ability to work with people in such a manner as to build high morale and group commitments to goals and objectives; create positive energy (motivation) in both individuals and groups; communicate with others in a warm and helpful manner while simultaneously building credibility and rapport; influence the actions and opinions of others in a desired direction; exhibit judgment in leading others to worthwhile objectives.
OTHER SKILLS AND ABILITIES
Computer Literate: Microsoft Office
POSITION DRIVING STATUS
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 quiet.
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.