Customer Experience Liaison - Guest Relations (Conroe)

Gulf Coast Blood•Conroe, TX

7h•Onsite

About The Position

The Customer Experience Liaison serves as the primary advocate for donors throughout every stage of their donation journey, delivering personalized, memorable experiences that inspire donors to return again and again. This role plays a critical part in donor retention by building meaningful relationships, fostering trust, and ensuring every donor feels valued, appreciated, and connected to Gulf Coast Blood’s lifesaving mission. As the voice of the donor, the Customer Experience Liaison is responsible for enhancing donor satisfaction, addressing concerns, supporting service recovery efforts, and creating positive interactions that encourage long-term donor loyalty. By creating exceptional experiences before, during, and after each donation, this role helps increase donor retention and repeat visits—ultimately supporting a stable blood supply for the patients and communities we serve. The ideal candidate is passionate about customer service, relationship-building, and creating experiences that make donors eager to return. Through proactive engagement, effective communication, and a commitment to world-class service, the Customer Experience Liaison helps transform first-time donors into lifelong supporters of our mission. Training for this position will be conducted at our Texas Medical Center facility, where team members will receive hands-on instruction and support to successfully transition into the role and deliver exceptional donor experiences from day one.

Requirements

Associate's degree in Healthcare Administration, Business, Communications, Public Relations, Hospitality Management, Customer Experience, or a related field; OR An equivalent combination of education and directly related experience.
Minimum two (2) years of experience in customer service, patient experience, donor services, member services, hospitality, healthcare support, customer relations, or a related service-focused environment.
Experience handling customer concerns, complaints, escalations, or service recovery situations required.
Experience building customer, donor, patient, or member relationships required.
Proficiency with Microsoft Office applications.
Valid Texas Driver's License.
Ability to meet Vehicle Safety Program requirements.

Nice To Haves

Experience utilizing CRM or customer relationship management systems preferred.
Experience in Patient Relations or Patient Experience.
Experience in Customer Resolution, Escalations, or Complaint Management.
Experience in nonprofit, healthcare, blood banking, or mission-driven organizations.
Experience supporting customer, member, or donor retention initiatives.
Bilingual language skills preferred.
Experience coordinating customer recognition or engagement programs.

Responsibilities

Welcome donors and visitors with professionalism, warmth, and respect.
Create personalized donor experiences that foster donor engagement, trust, and long-term loyalty.
Build meaningful relationships with first-time and returning donors.
Recognize and celebrate donor milestones and achievements.
Encourage repeat donations and support donor retention initiatives.
Collect and maintain donor intelligence and interaction notes to support future donor engagement efforts.
Ensure donors feel informed, appreciated, and supported throughout their donation experience.
Serve as the primary point of contact for donor concerns, complaints, and service recovery situations.
Utilize active listening, empathy, and conflict resolution techniques to address donor concerns.
Proactively identify opportunities to improve donor experiences and resolve issues before they impact donor retention.
Restore donor confidence following service disruptions or negative experiences.
Partner with donor center staff and leadership to resolve donor concerns effectively.
Advocate for donor needs while balancing operational requirements and service standards.
Serve as a subject matter resource for donor experience initiatives and best practices.
Participate in daily team huddles and share donor experience insights and opportunities.
Answer donor inquiries regarding appointments, donation processes, programs, and services.
Schedule future donor appointments and promote donor engagement opportunities.
Coordinate donor recognition activities and special milestone celebrations.
Collaborate with staff and volunteers to ensure a consistent and positive donor experience.
Educate donors on donor benefits, blood donations and Digital Donor accounts.
Maintain accurate donor records and documentation.
Utilize CRM and donor management systems to track donor interactions and engagement activities.
Follow established policies, procedures, quality standards, and compliance requirements.
Support donor center operational goals through accurate documentation and reporting.
Perform other duties as assigned.