Customer Experience Coordinator (TMC)

Customer Experience Coordinator (Texas Medical Center)

Be the Reason Donors Come Back!

Help create exceptional donor experiences, resolve concerns with empathy, and support a mission that saves lives across our community.

Job Summary

The Customer Experience Coordinator is responsible for delivering world-class service and exceptional donor support initiatives that support the organization's mission, Service Commitment and operational needs. This role serves as the primary contact for donor inquiries, concerns, and feedback through effective communication, record management, reporting, and collaboration. The Coordinator helps elevate the donor experience, strengthen donor loyalty, and supports organizational quality initiatives and customer service metrics through championing a culture of service excellence by creating meaningful donor connections, executing service recovery measures and fostering positive interactions across the organization.

The successful candidate is a highly organized relationship builder who thrives in a mission-driven environment while juggling multiple priorities related to customer service and community engagement to ensure exceptional donor experiences that support retention, promote mission advocacy and ensure a reliable blood supply for the communities we serve.

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.

Essential Responsibilities:

Donor Engagement & Customer Support: 60%

• Serve as the primary intake point for donor/customer concerns, resolving issues or coordinating with appropriate teams to ensure timely follow-up and resolution via phone call, email and text messaging channels.

• · Promote donor engagement by educating donors on the Commit for Life program, donation procedures, Digital Donor accounts, available benefits, and participation opportunities

• · Represent the voice of the donor by providing feedback and insights that enhance the overall donor experience.

• · Maintain a professional, enthusiastic, and service-focused approach in all donor and employee interactions.

Reporting, Analytics & Administrative Support: 30%

• Maintain databases and tracking systems for donor/customer communications, issues, and resolutions.

• Create and maintain accurate donor records in organization’s CRM system for scheduling donation appointments, documenting donor interactions, reported concerns, and engagement activities.

• Create and distribute daily, weekly and monthly reports utilizing Microsoft Excel and PowerPoint and organization’s CRM system related to customer service metrics, quality initiatives, and donor feedback.

• Analyze customer service trends and provide actionable insights to support organizational goals.

• Complete administrative duties, reports and required documentation accurately and on time.

• Basic proficiency in applying mathematical concepts such as percentages, ratios, and data analysis to support operational reporting and customer service activities.

• Proven ability to follow SOPs, maintain accurate records, and support quality or compliance processes.

• Strong organizational, problem-solving, and critical-thinking skills with the ability to maintain accurate records, follow established policies and procedures, and support operational goals.

Customer Experience Strategy & Continuous Improvement: 10%

• Determine, implement, and promote best practices for donor engagement, customer satisfaction, loyalty and retention.

• Support and provide input into Customer Experience initiatives, programs, and process improvements.

• Promote and reinforce the organization's Service Commitment: "Do it Right," "Make a Connection," and "Create an Experience."

• Help foster and model the organization's corporate culture during donor and employee interactions.

Required Qualifications:

Education:

• 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.

Experience:

• Minimum of 3 years of experience in customer service, business, donor relations, hospitality, customer experience or sales.

• Demonstrated ability to deliver exceptional customer service while effectively communicating with customers, staff and leadership through verbal and written communication.

• Proven ability to manage multiple priorities in a fast-paced environment, analyze and resolve complex issues, exercise sound judgment, and make timely decisions.

• Experience building positive relationships, handling sensitive or challenging conversations, and influencing outcomes through professionalism, empathy, and effective communication.

• Ability to work independently and collaboratively, adapt to changing priorities, contribute to a positive team culture, and support customer experience initiatives and process improvements.

Certifications / Licenses:

• None specified.

Preferred Qualifications:

• Bilingual in English and Spanish.

• Experience in donor services, healthcare, nonprofit, hospitality, retail, community outreach or customer-facing environments.

• Demonstrated ability to lead initiatives, motivate others, positively influence team performance and customer satisfaction outcomes.

• Strong creative thinking skills with the ability to identify opportunities for process improvement and develop innovative solutions to enhance customer experience and program effectiveness.

• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams.

• Experience utilizing CRM, customer service, scheduling, or donor management software systems.
  

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 position, the employee may be exposed to blood and blood components as well as other biohazard materials. The work environment is generally moderate in noise level and requires frequent interaction with donors, volunteers, and staff in a donor center setting.

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 quiet.

Travel:

5% - Occasional off-site meetings

Schedule:

Standard business hours, Monday – Friday

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.