41,250 Product Demonstrations jobs in the United States

Job Description:
Company Description
McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.
From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
Department Overview
The Customer Engagement team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. They relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald's across digital channels - from the Mobile App, self-ordering Kiosks, to Menu Boards (DMBs). They also oversee the digital customer engagement strategy, investment, and execution across all owned channels.
Specifically within the Digital Ordering Experience sub-team, the team focuses on driving innovation across the digital and restaurant customer journeys and platforms, ensuring every interaction feels intuitive, rewarding, and on-brand. Focus areas include delivering personalized experiences throughout the user flow, UX/UI optimization, integrated promotions & loyalty strategies, as well as menu board enhancements that deliver on ongoing and future business needs, while continuously refining and improving learnings through data-driven insights & testing.
Duties
As the Supervisor in the Customer Engagement - Emerging Experience team, you will contribute to these priorities in the following ways:
- Connect Marketing strategies with Technology to execute broader system initiatives that innovate and enhance consumers' experience at our restaurants, applying a deep customer-centric mindset into actionable deployment that aligns with our fans' needs and our business objectives. Examples include voice AI ordering at drive-thrus, transitioning menu board provider & platform across 14,000 US restaurants, reimagining the future of Menu Boards and Ordering Experiences as a whole etc.
- Lead initiative-driven "test & learn" strategies in collaboration with cross-functional teams-including Global, US Technology, Customer Insights, and US Marketing-to drive innovation and optimize business outcomes.
- Support the implementation of large-scale Global restaurant platforms initiatives in the U.S. under the Customer Experience - Serve vision - with attention to meeting key deliverables and KPIs
- Support contact for agency teams on initiative developm
Qualifications
Bachelor's degree in Marketing, Business Administration, or a related field.
- Minimum of 3 years of experience in marketing or a related field
- Strong leadership capabilities, including the ability to adapt to various constituencies.
- Ability to contribute to, influence, and frequently lead cross-functional teams.
- Some technology background and/or understanding of content management systems preferred
- Some project management experience preferred
Compensation
Bonus Eligible: YES
Benefits Eligible: YES
Salary Range
Salary range: $87,050-$108,810
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Competencies
Execution Proficiency
Background & Values
Strategic Proficiency
Building Blocks
Talent Proficiency
Additional information
At McDonalds we are People from all Walks of Life.
People are at the heart of everything we do, and they make the McDonalds experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees, and suppliers gives us strength.
We do not tolerate inequality, injustice, or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.
We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonalds or elsewhere.
Requsition ID: 2135

Posting Detail Information
Working TitleCustomer Engagement Associate
Position LocationFort Collins, CO
Work LocationPosition is fully in-office/in-person
Research Professional PositionNo
Posting Number AP
Position TypeAdmin Professional/ Research Professional
Classification TitleTechnical/Support II
Number of Vacancies1
Work Hours/Week40
Proposed Annual Salary Range40,000 - 42,000
Employee Benefits
Colorado State University is not just a workplace; it's a thriving community that's transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.
+ Review our detailed benefits information here. ( Explore the additional perks of working at CSU here.
+ For the total value of CSU benefits in addition to wages, use our compensation calculator ( .
+ Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in ( !
Desired Start Date11/01/2025
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on10/05/2025
Description of Work Unit
It is the mission of this department to provide safe, efficient multi-modal access to campus and manage parking resources to support campus activities and enhance life in the university community. The department is a self-funded auxiliary of Colorado State University that supports all maintenance and operations as they relate to transportation services on campus.
Position Summary
This position is responsible for: Providing an exceptional customer service experience in regards to parking regulations, transportation and mobility options on campus, issuing and selling parking permits and processing payments for parking citations. Other responsibilities include: Managing mail, email, phone, and in-person correspondence, filing and scanning documents, maintaining and creating customer accounts in parking management software system, researching customer accounts and other duties as assigned. Working with departments and third-party vendors to identify and sell required permits to support campus access/activities.
Required Job Qualifications
+ One year of general clerical experience
+ One year of cash handling experience
+ Two years of customer service experience
+ High School Diploma/ GED
Preferred Job Qualifications
+ Two years of general clerical experience
+ Three years of cash handling experience
+ Five years of customer service experience
Essential Duties
Job Duty CategoryIssue Permits
Duty/Responsibility
Access computer records to evaluate an individual's status/attributes and determine eligibility for permit type and appropriate fee per regulations: advise customer of their options. Issue yearly, semester, monthly or daily permit(s) and collect payment by cash, check, credit card, Aries account transfers or payroll deductions. Issue visitor, construction and vendor permits after eligibility verified. Issue special permits for Housing and/or job assignments, Adult Fitness, Electric Vehicle, ADA , State Vehicle Service, etc. Review and refund permits, calculating refund amount, and determining refund eligibility. Calculate pro-rated permit pricing. Audit daily transactions and cash drawer to ensure accurate management of funds, permit applications, and customer accounts. Ensure accurate assignment of vehicles to permits and that vehicles on customer accounts are updated as needed.
Percentage Of Time30
Job Duty CategoryCitation Resolution
Duty/Responsibility
Assist customers with education and resolution of parking citations and/or citation appeal process. Review customer history and office procedures to route appeal for review and determine eligibility for simple appeal reductions. Process payments for citations over the phone, in office, or by mail utilizing parking and payment software. Ensure software system accurately reflects customer interaction, customer contact information and citation status. Complete required documentation to support department processes. Apply department processes and procedures to successfully resolve and educate customers regarding citation(s). Ensure accurate assignment of vehicles with associated citations to customers.
Percentage Of Time25
Job Duty CategoryCustomer Education
Duty/Responsibility
Explain parking regulations and provide guidance on parking lots and parking signage. Listen and partner with customers to acquire information and resolve concerns with transportation and mobility needs. Document and maintain accurate and complete customer records to provide documentation regarding customer activity. Explain appeal procedures and appeal results to customer. Manage and de-escalate difficult customer(s) and/or situations to establish an environment to where solutions and compliance are mutually discussed and resolved. Participate in new employee orientation and onboarding. Educate departments on acceptable permit regulations and usage. Develop and update materials to support training and other department communication as needed. Determine when situations/events require escalation. Capable of simplifying complex parking structure to customers to assist with wayfinding on campus. Contribute feedback regarding department materials to support training and other department communication as needed.
Percentage Of Time25
Job Duty CategoryMiscellaneous Duties
Duty/Responsibility
Develop processes, tracking methods, or other routine record keeping ensuring work is organized and prioritized to ensure timely completion. Review incoming information to successfully route key information to the appropriate audience to ensure timely response and service is provided. Determine when internal forms, training materials, procedures, job aids, and customer facing communication require change to maintain exceptional service. Support, initiate, and complete changes to office forms and processes as assigned and approved by supervisor. Identify opportunities to assist and train team members with understanding of department policy, processes, and software. Support record retention policies and inventory management. Reallocate resources and evaluate office activities to assert action as needed to support department goals, facilitating collaborative problem-solving. Participate in staff meetings to lead initiatives to improve office efficiencies and customer service. Communicate and present marketing material to customers off site as assigned. Evaluate and take initiative in extended learning opportunities as available or as assigned. Other tasks as assigned.
Percentage Of Time20
Application Details
Special Instructions to Applicants
To apply, please upload a cover letter that addresses the required and preferred job qualifications, a resume, and the contact information for three professional references. References will not be contacted without prior notification to candidates.
CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact.
References will not be contacted without prior notification to candidates. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.
Conditions of EmploymentPre-employment Criminal Background Check (required for new hires)
Search ContactKatie Race,
EEO
Colorado State University ( CSU ) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Background Check Policy Statement
Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.
References Requested
References Requested
Minimum Requested3
Maximum Requested3
Supplemental Questions
Required fields are indicated with an asterisk (*).
Applicant Documents
Required Documents
+ Resume
+ Cover Letter
Optional Documents

About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com
About the Team
The Customer Engagement team acts as a center of excellence for the LexisNexis® RiskNarrative® product, responsible for delivering Strategic Engagement Services to customers throughout their lifecycle. RiskNarrative brings powerful automation under total control, uniting fraud detection, financial crime prevention, compliance and risk management across the entire customer lifecycle for our customers.
About the Role
You will support the ongoing management and optimization of existing customers of RiskNarrative. You will be responsible for the coordination and delivery of technical and operational activity. This involves working cross functionally with Sales, Product Management, Software Engineering, Professional Services and Support.
Responsibilities:
+ Delivering an outstanding customer experience for our customers to maximize their value and ROI from RiskNarrative
+ Managing a portfolio of customers and ensuring all strategic engagement services deliverables are met
+ Being an expert in RiskNarrative's product suite and bespoke customer use cases to provide valuable insight and guidance
+ Identifying areas for optimization of the platform through regular reviews, analyzing data to drive insights and clearly presenting to customers
+ Working collaboratively with customers to understand specific business needs and ensure the solutions configured in RiskNarrative deliver against their ongoing business objectives
+ Defining, building and delivering strategic roadmaps to meet strategic business goals, working closely with Account Management
+ Leading regular configuration, optimization, training and delivery projects
+ Collaborating with cross-functional teams to identify and represent customer needs and developing solutions
+ Delivering regular strategic service reviews regarding performance and tracking against objectives to customers and internal stakeholders.
Requirements:
+ Have experience in a similar role (customer engagement / success/ saas platforms), managing technical projects
+ Have exceptional technical or analytical experience; confident working with APIs, SQL etc
+ Have expert customer relationship skills and a client-first focused approach to working with a range of stakeholders
+ Have problem-solving and investigative skills with high attention to detail
+ Able to handle multiple streams of work simultaneously
+ Able to react well to rapidly changing requirements with a positive attitude
+ Able to meet deadlines while delivering an exceptional customer experience
+ Having experience working in the financial crime & fraud sector is beneficial, however not essential
U.S. National Base Pay Range: $84,900 - $41,600. Geographic differentials may apply in some locations to better reflect local market rates.
If performed in Illinois, the pay range is 89,200 - 148,700.
This job is eligible for an annual incentive bonus.
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com
About the Team
The Customer Engagement team acts as a center of excellence for the LexisNexis® RiskNarrative® product, responsible for delivering Strategic Engagement Services to customers throughout their lifecycle. RiskNarrative brings powerful automation under total control, uniting fraud detection, financial crime prevention, compliance and risk management across the entire customer lifecycle for our customers.
About the Role
You will support the ongoing management and optimization of existing customers of RiskNarrative. You will be responsible for the coordination and delivery of technical and operational activity. This involves working cross functionally with Sales, Product Management, Software Engineering, Professional Services and Support.
Responsibilities:
+ Delivering an outstanding customer experience for our customers to maximize their value and ROI from RiskNarrative
+ Managing a portfolio of customers and ensuring all strategic engagement services deliverables are met
+ Being an expert in RiskNarrative's product suite and bespoke customer use cases to provide valuable insight and guidance
+ Identifying areas for optimization of the platform through regular reviews, analyzing data to drive insights and clearly presenting to customers
+ Working collaboratively with customers to understand specific business needs and ensure the solutions configured in RiskNarrative deliver against their ongoing business objectives
+ Defining, building and delivering strategic roadmaps to meet strategic business goals, working closely with Account Management
+ Leading regular configuration, optimization, training and delivery projects
+ Collaborating with cross-functional teams to identify and represent customer needs and developing solutions
+ Delivering regular strategic service reviews regarding performance and tracking against objectives to customers and internal stakeholders.
Requirements:
+ Have experience in a similar role (customer engagement / success/ saas platforms), managing technical projects
+ Have exceptional technical or analytical experience; confident working with APIs, SQL etc
+ Have expert customer relationship skills and a client-first focused approach to working with a range of stakeholders
+ Have problem-solving and investigative skills with high attention to detail
+ Able to handle multiple streams of work simultaneously
+ Able to react well to rapidly changing requirements with a positive attitude
+ Able to meet deadlines while delivering an exceptional customer experience
+ Having experience working in the financial crime & fraud sector is beneficial, however not essential
U.S. National Base Pay Range: $84,900 - $41,600. Geographic differentials may apply in some locations to better reflect local market rates.
If performed in Illinois, the pay range is 89,200 - 148,700.
This job is eligible for an annual incentive bonus.
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

Customer Engagement Lead
Location:
Providence, RI, US, 02903
Requisition ID: 17641
Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit .
**Overview**
As a Customer Engagement Lead, you'll be at the forefront of shaping how our lottery solutions are communicated-internally and externally. You'll ensure our messaging is clear, compelling, and tailored to each customer's unique needs, helping them understand the value and vision behind our product portfolio.
You'll play a key role in the pre-sales process, partnering with teams across Product, Events, Account Development, and more to deliver impactful presentations and guide strategic communications throughout the RFI/RFP lifecycle.
**What you'll do:**
+ Lead customer engagement efforts during pre-sales activities, including RFI presentations and benchmarks, with support from product subject matter experts.
+ Collaborate with Business Proposals, Account teams, and Solution Strategy to ensure messaging is aligned with product vision, technical strategy, and customer goals.
+ Tailor solution value messaging to resonate globally while addressing individual customer needs and business processes.
+ Build and maintain a library of customer success stories, deployment metrics, and other assets to support RFP/RFI responses and broader messaging.
+ Manage centralized product documentation and training resources, including webinars, videos, and internal learning platforms.
+ Partner with Product and Creative Services teams to develop product briefs, customer-specific presentations, videos, and case studies.
+ Oversee the Player Experience Lab, ensuring readiness, scheduling, and providing internal tours.
**Qualifications**
+ 3+ years of experience in marketing communications, product management, or business proposals.
+ Exceptional communication and collaboration skills, with the ability to build alignment across diverse teams.
+ Talent for translating complex technology into clear, business-focused value propositions.
+ Creative, flexible, and detail-oriented mindset with a strategic approach to problem-solving.
+ Strong writing, presentation, and storytelling abilities.
+ Proven ability to manage multiple priorities in a fast-paced, multi-project environment.
+ Analytical thinking and a proactive approach to overcoming challenges.
**Keys to Success**
- Building collaborative relationships
- Decision making
- Drive results
- Foster innovation
- Personal energy
- Self-leadership
#LI-RQ
At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $59,795 - $122,400. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.
Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.
All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

Job Description

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.

ACCOUNTABILITIES:

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 members
    • Additional ways to support the mission aside from the registry
      
      • Volunteer, financial, advocacy & awareness of NMDP
    • Data & online privacy basics
    • HLA and donor to recipient matching basics
    • Donation experience basics, education to resolve barriers to donation. Donation includes unrelated donor processes, cord blood, cryopreservation & BioTherapies
    • Recruitment swab issues
    • Data maintenance of member profiles including reconciling duplicate member registrations & international relocation
    • Support of call to action in marketing & foundation communications
    • Triage to internal teams for expert support when needed to resolve a customer inquiry
• Performing 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.

REQUIRED 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.

Ability 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 multiple media (phone, email, text, mail, digital channels) and completing work with exceptional accuracy, attention to detail & follow through.
• Role model a high standard of behaviors:
  
  • NMDP operating principles & values
  • Team expectations & policies
• Contributing to a healthy team culture; collaborative teamwork, reliability, openness, empathy, perceptiveness, creativity, and efficiency.
• Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
• Maintain confidentiality related to information contained in files or records retained within the department.
• Flex work hours to accommodate staffing needs; Evening/weekend hours may be required.

Education and/or Experience:

• Associate degree in Human Services, Business management or a related field is required. However, upon evaluation, equivalent related customer experience and/or education may be substituted for the degree requirement.
• Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change. Three years of customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
• Experience with basic word processing and data entry required.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Functional knowledge of business social media principles, practices
• Salesforce experience
• Knowledge of employee engagement practices (e.g., Strength Finders, MBTI.)
• Familiarity with medical terminology
• Previous call center experience

Responsibilities

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.

ACCOUNTABILITIES:

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 members
    • Additional ways to support the mission aside from the registry
      
      • Volunteer, financial, advocacy & awareness of NMDP
    • Data & online privacy basics
    • HLA and donor to recipient matching basics
    • Donation experience basics, education to resolve barriers to donation. Donation includes unrelated donor processes, cord blood, cryopreservation & BioTherapies
    • Recruitment swab issues
    • Data maintenance of member profiles including reconciling duplicate member registrations & international relocation
    • Support of call to action in marketing & foundation communications
    • Triage to internal teams for expert support when needed to resolve a customer inquiry
• Performing 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.

REQUIRED 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.

Ability 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 multiple media (phone, email, text, mail, digital channels) and completing work with exceptional accuracy, attention to detail & follow through.
• Role model a high standard of behaviors:
  
  • NMDP operating principles & values
  • Team expectations & policies
• Contributing to a healthy team culture; collaborative teamwork, reliability, openness, empathy, perceptiveness, creativity, and efficiency.
• Convey medical information to customers, manage confidential information appropriately, and employ strong documentation practices.
• Maintain confidentiality related to information contained in files or records retained within the department.
• Flex work hours to accommodate staffing needs; Evening/weekend hours may be required.

Education and/or Experience:

• Associate degree in Human Services, Business management or a related field is required. However, upon evaluation, equivalent related customer experience and/or education may be substituted for the degree requirement.
• Three plus years of professional experience in demonstrating ability to communicate effectively with individuals or coaching individuals on behavior change. Three years of customer relations, direct patient interaction or care in a clinical/healthcare setting may be substituted for behavioral coaching experience.
• Experience with basic word processing and data entry required.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Functional knowledge of business social media principles, practices
• Salesforce experience
• Knowledge of employee engagement practices (e.g., Strength Finders, MBTI.)
• Familiarity with medical terminology
• Previous call center experience