Customer Experience Partner (Concierge)

PRINCIPAL ACCOUNTABILITY

The Customer Experience Partner (CEP) is a high-impact, high-visibility role providing customer service and experience support in the recruitment, collection, and retention of donors. In collaboration with Collections, Marketing, and Account Management teams, this position helps enhance donor and drive sponsor experience. The CEP helps to increase donor retention by providing a positive experience for donors and Carter BloodCare (CBC) staff through exceptional customer service and fostering an inclusive environment where all feel welcome. This position is responsible for supporting education-based activities, health fairs, and community events with an emphasis on high school(s) and college(s). The CEP serves as the primary intake for customer concerns, along with adherence to consistent customer service recovery and resolution.

Regular full-time attendance is required during normal working hours

EDUCATION

• High School Diploma
• Some college with courses in Sales, Public Relations, and/or Marketing. Sales and/or Public Relations, preferred
• Bilingual (Spanish) speaking, preferred

EXPERIENCE

• Minimum of 2 years of experience in resolving customer concerns in person, preferably in a goal/quota environment

SKILLS AND KNOWLEDGE

• Team player with a background in sales, marketing/public relations, customer service, and/or donor recruitment
• Ability to work closely and harmoniously with CBC's management team, mobile recruitment personnel, donor group coordinators, individual donors, collection staff, and volunteers
• Excellent internal/external customer service and time management skills; the ability to define and solve problems with a systematic approach and the ability to seize opportunities
• Organized, detail-oriented, and self-starting, with the ability to manage multiple projects simultaneously and maintain confidentiality
• Ability to establish and maintain ongoing relationships and gain group consensus and commitment.
• Helps formulate new, creative, and/or open-minded ideas and how to implement them. (e.g., customer experience, retention ideas)
• Punctual, with the ability to set and meet aggressive deadlines

Carter BloodCare is an EEO/Affirmative Action employer. Carter BloodCare provides equal employment opportunities (EEO) to all employees and applicants and will not discriminate in its employment practices due to an employee’s or applicant’s race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic, and veteran or disability status. In addition to federal law requirements, Carter BloodCare complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Carter BloodCare is a Pro Disabled & Veteran Employer.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.