Donor Concierge - Pasadena

Position Title:

Donor Concierge - Pasadena Join our team of heroes!

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.

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

• 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.

• 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.
• Additional duties as assigned.

• 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.

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…