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Customer Service Specialist

, a subsidiary of BioBridge Global, is a not-for-profit community blood center specializing in a variety of services to include providing blood, plasma, platelets and other blood components to numerous hospitals in 43 South Texas counties. STBTC is a community partner focused on enhancing health care through innovation and stewardship.

General Summary

Responsible for the intake and processing of internal and external customer relations inquiries related to

the operations of South Texas Blood & Tissue Center (STBTC), a subsidiary of BioBridge Global. Will work on

behalf of the organization to sustain and grow customer relationships by addressing inquiries, complaints or

compliments. Will gather and maintain relevant data and prepare reports for statistical analyses and

review. Will aid in the efforts to improve customer relations by preparing, modifying, and/or updating the

customer service programs based on customer feedback and data.

Commit to and abide by the character of BioBridge Global s Core Values of Accountability, Stewardship,

Integrity, Respect and Excellence (ASPIRE).

Provide world class customer service by capturing and being responsive to the voice of the customer

(including donors) through established feedback channels in order to resolve issues and drive satisfaction in

accordance with the BBG customer engagement, feedback, and complaint processes.

Must have a valid driver's license and be at least 21 years old with a good driving record to meet organization

driving standards.

Major Duties and Responsibilities

Essential Tasks

Exhibit excellent phone etiquette and handle high call volumes.

Manage, prioritize and respond to customer issues, questions and complaints via telephone and email.

Use available resources to research information as needed.

Enter new customer information and update existing customer information within the Customer

Relationship management (CRM) system.

Identify and escalate priority issues.

Route calls to appropriate resource and communicate with other areas regarding the status of customer

complaints/inquiries.

Follow up customer calls and e-mails where necessary.

Document all call information according to Standard Operating Procedures, policies, and protocols.

Prepare, maintain and track documents, rosters, logs, records, and reports to include call logs, call reports,

customer service statistics, etc.

Monitor customer service program for strengths and weaknesses and make recommendations for change

when needed.

Assist with educational programs and in-service training internally and externally.

Maintain competency and complete required training in a timely manner.

Maintain a close working relationship with departmental management and staff.

Maintain successful interaction with internal/external customers to improve operating efficiencies with all

customers.

Performs other duties as assigned.

Non-Essential Tasks

Develop and conduct public presentations to increase community awareness of need for blood

and tissue.

Education

Requires a high school diploma or general equivalency diploma.

Prefer sixty (60) hours from an accredited college or university or Associate Degree from an accredited

college or university OR high school diploma or general equivalency diploma plus experience.

Licenses and/or Certifications

Texas Operators Driver s License

Experience

Requires two or more years of customer service/call center related environment experience.

Prefer Blood Establishment Computer Systems experience.

Prefer Blood Center or related Medical areas experience.

Knowledge

Must maintain a current working knowledge of all applicable blood bank training regulations and regulatory

requirements related to Donor Services to answer basic customer service inquiries and address customer

concerns.

Must maintain knowledge of and perform according to Standard Operating Procedures (SOPs) and policies.

Must have a working knowledge and understanding of FDA regulations and current Good Manufacturing

Practices (cGMPs).

Skills

Must have the skill to simultaneously listen and enter information into multiple screens.

Must have ability to work with patience, resilience, and courtesy while managing customer relations.

Must have strong listening and excellent interpersonal communication skills.

Must possess strong organizational, customer service, and troubleshooting skills.

Must be capable of operating motor vehicles in all types of weather conditions.

Must have strong computer skills.

Must have excellent telephone and/or email etiquette skills.

Must have excellent written and oral communication skills.

Bilingual in English/Spanish is helpful.

Abilities

Must be a self-starter and self-directed worker.

Must be able to assess customer concerns and provide resolution or escalate appropriately.

Must be able to keep information confidential.

Must be able to perform multiple tasks simultaneously while maintaining quality and accuracy.

Must be able to prepare various reports to include tracking and trending reports for customer service issues

and other metrics deemed necessary by management.

Must be neat in appearance and well groomed.

Must be professional, organized, detail oriented, communicative, and have the ability to greet the public in a

friendly and courteous manner.

Must have strong analytical, numerical, and reasoning abilities in addition to the ability to exercise good

judgment.

Must work well independently and as a team member as well as facilitate organizational team activities.

Working Environment

Works in well lighted, air-conditioned and heated vehicle or office environments, but may work in confined

spaces and non-climate controlled conditions such as mobile blood drives. May be exposed to electrical

and chemical hazards and other conditions common to an office environment. Must be flexible to work any

shift or location when necessary. May be required to work at any time of the day, evening or night during the

week or weekend to include being on-call. Occasional out of town and overnight stays required. Ability to

use personal motor vehicle for company business required. Occupational Exposure Assignment - Category II

Physical

Must be able to drive on behalf of the organization.

Will sit, stand, walk, and bend during working hours.

Requires to reach, lift and carry up to 50 lbs

Requires manual and finger dexterity and eye-hand coordination.

Requires normal or corrected vision and hearing corrected to a normal range

All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include:

Competitive salary

100% Employer Paid Long-term Disability Plan

Variable Compensation Plan

100% Employer Paid AD&D

Paid Time Off (PTO)

100% Employer Paid Employee Assistance Program

Extended Illness Benefits (EIB)

Group Health Medical Plan w/prescription coverage

Shift Differentials

Variety of Voluntary Supplemental Insurances

Paid Holidays

Voluntary Dental Coverage

Leaves of Absence

Voluntary Vision

Educational Assistance Program

100% Employer Paid Pension Plan

100% Employer Paid Life Insurance

South Texas Blood & Tissue Center (STBTC), a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, genetic data, sexual orientation, gender identity, or any other legally protected characteristics. For more information about your EEO rights as an applicant under the law, please click. STBTC maintains a Tobacco & Drug-Free Workplace.



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