Donor Concierge

Gulf Coast Blood•Sugar Land, TX

7d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.