Donor Relations Associate

About the role

This role focuses on providing exceptional customer service to donors with the goal of increasing donor frequency and retention. Under direct supervision, the position involves a variety of tasks including rebooking donation appointments, educating donors on the donation process, and enrolling them in frequent donor programs. The role also supports Donor Services by managing donor flow, monitoring wait times, and resolving any customer service issues. Additional responsibilities include administering marketing and customer service surveys, collecting data for reports, presenting promotional items, and ensuring compliance with internal SOPs and external regulations. This position requires a proactive approach to donor engagement and an ability to communicate effectively with donors, staff, and coordinators to enhance the overall donation experience.

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.

Responsibilities

• Welcome donors with a smile: provide outstanding customer service at mobile units and/or donor centers; greet donors warmly, educate first‑time donors on what to expect to ease anxiety, guide them through the donation screening process, and ensure a smooth, positive experience.
• Manage donor information: input and update donor demographics in the BECS system to create barcodes and keep collection staff informed of any changes.
• Educate and assist: help donors understand which type of donation is best for them based on inventory needs and capacity; explain the benefits of automated donations, including plasma, platelets, and auto‑red cells.
• Front desk support: handle donor check‑ins, answer phones, and assist with front desk tasks in donor centers.
• Actively monitor the flow of incoming donors, monitor wait times, register any donor complaints, and resolve customer service issues.
• Guide donors online: help donors navigate the donor portal and reschedule appointments as needed.
• Support and sanitize: assist with cleaning equipment and areas used by donors.
• Promotional item management: monitor inventory of promotional items and ensure they are kept presentable; present promotional items to donors to create a delightful experience.
• Engage with communities: participate in on‑site blood drives and college campus recruitment; prepare