Experienced Customer Experience Associate – Donor Engagement and Retention Specialist

At arenaflex, we're dedicated to making a difference in the lives of our community through blood donation and medical research. As a leading healthcare organization, we're committed to delivering exceptional customer experiences that inspire others to save lives. We're seeking an experienced Customer Experience Associate to join our team of heroes in Houston, Texas.

About arenaflex

arenaflex is a non-profit organization that serves as the primary blood supplier to the Texas Medical Center, one of the world's largest medical complexes. Our mission is to provide safe, high-quality blood products and services to patients in need. We're proud to be an Affirmative Action/Equal Employment Opportunity Employer, committed to diversity, equity, and inclusion in all aspects of our organization.

Job Summary

We're looking for a highly motivated and customer-focused individual to join our Customer Experience Department as a Customer Experience Associate. In this role, you'll be responsible for developing, delivering, and evaluating programs that ensure a positive donor experience at our mobile blood drives. You'll work closely with our team to create engaging experiences that inspire others to save lives, while embodying our Core Values of Commitment, Integrity, and Respect.

Key Responsibilities

* Provide onsite donor engagement at specific arenaflex mobile blood drives to create a positive and memorable experience for donors

• Exhibit an enthusiastic and professional demeanor when interacting with donors, chairpersons, and arenaflex employees
• Receive and process communications from internal and external customers, addressing and resolving customer concerns in a timely and effective manner
• Act as liaison for customer/donor issues, providing appropriate contact information for follow-up and ensuring response or resolution
• Advocate for our Service Program to be exhibited by our team members during mobile blood drives through colleague engagement and conversation
• Provide ongoing Customer Experience feedback of donor experiences to arenaflex Management, identifying areas for improvement and implementing "Best Practices" for customer engagement and retention
• Determine and implement opportunities to increase donor engagement and provide positive engagement opportunities, developing action plans for execution
• Provide reports on customer experience initiatives that capture the "voice of the donor" and represent the voice of the donor in every core Customer Experience initiative and process
• Complete administrative tasks correctly and on time, assisting with reports, events, and required paperwork as needed
• Understand, monitor, and ensure effective execution of all arenaflex policies and procedures to support organizational goals and values
• Adhere to state and federal guidelines and professionally support affirmative action, social responsibility, and diversity initiatives

Essential Qualifications

* Associate's Degree (Bachelor's desirable) from an accredited college or university, plus a minimum of three years of customer service experience or equivalent combination of education and experience

• Two years of customer service experience in a client-facing opportunity is preferred
• Proficiency in computer software, including Microsoft Office Suite, with advanced experience in Excel preferred
• Bilingual English/Spanish is highly preferred
• Ability to type 50 wpm with good attention to detail and accuracy
• Good interpersonal communication skills
• Ability to manage multiple projects and prioritize own work
• Healthcare experience is highly desirable
• Valid Texas Driver's License (TDL) plus an acceptable driving record

Preferred Qualifications

* Experience working in a healthcare or non-profit organization

• Knowledge of blood donation and medical research processes
• Familiarity with customer relationship management (CRM) software
• Experience with data analysis and reporting
• Certification in customer service or a related field

Work Environment and Culture

arenaflex is a dynamic and fast-paced organization that values teamwork, innovation, and customer satisfaction. Our team is passionate about making a difference in the lives of our community, and we're committed to creating a work environment that is inclusive, respectful, and supportive. As a Customer Experience Associate, you'll have the opportunity to work with a talented team of professionals who share your passion for customer service and community engagement.

Compensation and Benefits

arenaflex offers a competitive compensation and benefits package, including:

• Competitive salary and benefits package
• Texas Medical Center location with free parking
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements and telecommuting options

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of our community, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our online application portal.

Equal Opportunity Employer Statement

arenaflex is an Affirmative Action/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. Apply for this job