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_QualTex Laboratories is an FDA-registered and CLIA-certified organization that provides state-of-the-art, high volume capacity donor screening and biological testing services. It is one of the largest independent, nonprofit testing laboratories in the United States and has locations in San Antonio and Atlanta_

Job Title: Customer Success Coordinator

Revision: 0000

Job Code: 701685

Shift: FLSA: OT Eligible

Hybrid? N

Dept.: Customer Success

Business Unit: QualTex‐SA

CPF Level: TB2

General Summary

The Customer Success Coordinator is a highly motivated and customer‐oriented Customer Success Coordinator to join our growing team.

The CSC will play a crucial role in ensuring client satisfaction and driving operational excellence.

This role requires a proactive and results‐driven individual with strong communication and problem‐solving skills.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving record to meet organization driving standards.

Education

Requires a high school diploma or general equivalency diploma.

Experience

Requires two or more years of job specific experience.

Knowledge

Must demonstrate prove experience in a customer service or support role.

Must acquire knowledge of all existing QualTex Laboratories client accounts.

Must acquire and maintain understanding of the customer lifecycle and ability to effectively manage each stage to maximize customer retention and success.

Must stay current on industry trends, best practices, and product knowledge to better serve customers and contribute to organizational growth.

Must maintain current knowledge of regulatory/quality requirements (national and international, i.e., FDA, EU, GHM, ISO, OSHA & cGMP) and perform within all Standard Operating Procedures (SOPs) and policies.

Skills

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

Must have a positive and proactive attitude with a focus on client satisfaction.

Must have strong organizational and time management skills.

Must have excellent problem solving and interpersonal skills.

Must have strong customer service skills.

Must have excellent written and oral communication skills.

Must be proficient in CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira).

Abilities

Must be able to keep information confidential.

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 a capacity to adapt to changing circumstances, customer needs, and business priorities to maintain high levels of customer satisfaction.

Must have the ability to handle challenging situations and customer interactions with professionalism and composure.

Must have the ability to work independently and as part of a team.

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.

May be exposed to electrical and chemical hazards and other conditions common to an office environment.

Will be required to work at any time of the day, evening or night during the week or weekend to include being on‐call.

Requiring 24/7 on‐call to support client and business needs.

Occasional out of town and overnight stays required.

Ability to use personal motor vehicle for company business required.

Occupational Exposure Assignment‐Category II

10% Travel Required.

Environmental Demands

Must be able to drive on behalf of the organization.

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

Requires ability to reach, lift and carry up to 20 lbs.

Requires manual and finger dexterity and eye‐hand coordination.

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

We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation!

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

• Competitive salary

• 100% Employer Paid Life Insurance

• 401(k) with Employer Contribution

• 100% Employer Paid Long-term Disability Plan

• Paid Time Off (PTO)

• 100% Employer Paid AD&D

• Extended Illness Benefits (EIB)

• 100% Employer Paid Employee Assistance Program

• Shift Differentials

• Group Health Medical Plan with prescription coverage

• Paid Holidays

• Variety of Voluntary Supplemental Insurances

• Incentive Compensation Plan

• Voluntary Dental Coverage

• Educational Assistance Program

• Voluntary Vision

QualTex Laboratories, a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. For more information about your EEO rights as an applicant under the law, please click here . QualTex Laboratories maintains a Tobacco & Drug-Free Workplace.