Please apply online using a laptop or desktop computer.POSITION SUMMARY:Member Engagement serves as a holistic customer-centric OMNI channel support center of NMDP, ensuring a seamless and engaging experience for our customers focused on the value & acknowledgment for their unique contribution to our mission. Our multifaceted role encompasses a range of vital functions to engage and support our various customers. Learning agility and the ability to pivot from communication channel, task and range of customer inquiries are vital skills for success in this role. We are a highly collaborative team; among each other and across the organization and levels of leadership to provide positive experiences for our customers. Innovation and continued learning & development are encouraged. In Public Engagement we value and respect each other through our actions and words of honesty, acceptance, openness, & reliability.At the core of the team's purpose is the commitment to provide program education and essential resources to anyone who connects with us, guiding them on how they can actively support the mission of saving lives through cell therapy. We maintain data integrity of the member registry and MyNMDP portal while safeguarding supporter & member confidentiality and identity. We are deeply engaged in our work and recognize the profound impact it has on patients, donors, and broader communities. This is a remote position (US). #LI-RemoteCheck out our video Saving Lives: It's the Best Job EverACCOUNTABILITIES :Provide organizationally holistic engagement and experience in response to omni- channel communications. adhering to approved procedures while performing the customer experience by consistently meeting team quality standards; emotional intelligence/engagement, compliance standards and service level agreement productivity goal.Responds to incoming channels:Answer incoming phone & text queues for the organization's main public telephone number, receptionist phone line & public website channels (online forms & chat functions).Prioritizing competing tasks according to SLA (service level agreement).Utilize multiple resources to provide correct program education and internal handoff to other teams.Providing general program information & convey extensive knowledge about the organization, including:Technical resolution of online member registration & member accounts.Health assessment of registry membersAdditional ways to support the mission aside from the registryVolunteer, financial, advocacy & awareness of NMDPData & online privacy basicsHLA and donor to recipient matching basicsDonation experience basics, education to resolve barriers to donation. Donation includes unrelated donor processes, cord blood, cryopreservation & BioTherapiesRecruitment swab issuesData maintenance of member profiles including reconciling duplicate member registrations & international relocationSupport of call to action in marketing & foundation communicationsTriage to internal teams for expert support when needed to resolve a customer inquiryPerforming customer interactions to quality standards: employing emotional intelligence skills in acknowledging emotional situations & discovering root cause/motivation behind the customers inquiry in your written and verbal interactions.Outreach tasks as required; returning voicemail & other projects as needed to support organizational goals and strategies.Additional Social Media Accountabilities:Maintains expert proficiency in responding to incoming customer communications via social media, MyNMDP app and webchatCommunity management via likes and replies to social media comments including replying to direct messagesApproves join requests for MyNMDP communities, monitoring community member adherence to guidelinesResponses to webchat questions and concerns from members and constituentsManage social media engagement during events, such as Facebook Live and other live postsMaintains knowledge of core functional activities to perform the Public Response Representative roleMaintains proficiency in managing and maintaining systems and procedures, such as: updating donor records, resolving swab kit issues, managing registrations, and onboarding new registry members with unique consent circumstancesOther Public Response and Social Media duties as assigned/as neededPublic Response leadership and Social Media Team collaborationIdentifies trends through gathering, analyzing, and tracking information including crisis managementFunnel leads to Social Media teamSupports new processes during initial testing phase and implementationMaintains continual feedback loop with stakeholders, ensuring transparency and shared accountability amongst impacted groups and departmentsBuilds and sustains excellent working relationships with other department managers and staff to improve customer service deliveryREQUIRED QUALIFICATIONS:Knowledge of:MS Office to include: basic word processing, spreadsheet, and database software application skills.Proficiency with applying computer skills and engaging with customers simultaneously.Internet research skills.Strong functional knowledge of business social media principles, practicesAbility to:Deliver effective communication skills & emotional intelligence in a mission driven call center environment, utilizing critical thinking and problem-solving skills.Advanced writing skills, with proven ability to convey complex technical or procedural information clearly and concisely.Exhibit high learning agility & multitasking proficiencies by integrating new knowledge into daily tasks, utilizing various resources and tools across...Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity