Customer Service Specialist

About the role

This is a hybrid role located at our RTP, NC office.

Responsibilities

• Support the Donor Care team to successfully develop, implement, and manage the Donor Care Solution and Technology programs in the field.
• Collect, analyze, and present insights to support the Donor Care Solution program.
• Cook up hiring, onboarding, training efforts to support the Success Center team.
• Support the development for training materials for the Success Agents.
• Cook up customer response standards for donor queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyze customer feedback on product ranges and new releases, as well as prepare reports.
• Perform program pilots, evaluate feedback and support services, and facilitate improvements.
• Document processes and log technical issues, as well as customer compliments and complaints.
• Provide administrative and operational tasks to support the donor experience.
• This position is also responsible for coordinating various donor care projects
• Distribute and manage Donor Care material, collateral, signage, and training materials to the donor centers
• Support the design donor research studies to gain additional insights into donor feedback.
• Provide recommendations for enhanced donor experience on a National and Local Level.
• Work with internal teams to measure and monitor the feedback on Donor sentiment.
• Develop and monitor donor feedback

Requirements

• Bachelor's Degree
• 3+ years of experience in marketing, customer service, sales experience
• Experience in marketing, analytics, project management and strategy development

Qualifications

• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management
• Knowledge in Salesforce Service Cloud, including case management, workflows, and reporting
• Ability to configure dashboards and track KPIs using Salesforce
• Strong problem-solving and decision-making capabilities

Skills and Abilities

• Knowledgeable in Spanish is preferred
• Strong communication (written and verbal) and presentation skills
• Ability to multi-task, work independently and as part of a multidisciplinary team, exercise sound judgement and escalate issues when necessary

Benefits

Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!

Pay

This position is eligible to participate up to 5% in the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, 9 paid Holidays per year, up to 5% 401(K) match and tuition reimbursement.

Schedule

Hybrid schedule