Professional Svcs Specialist II

The American Heart Association has an excellent opportunity for a Professional Services Specialist II based out of our National Engagement Center located in Richardson, TX! This position requires in depth knowledge of the organization, products, services and messaging with emphasis on Emergency Cardiovascular Care (ECC), Office of Science Operations (OSO), Professional Membership and Meetings. This position requires world class customer service, critical thinking, and problem-solving skills to answer questions about ECC Programs, AHA professional member services, e.g. professional education, scientific meetings, research programs, membership, and continuing education credits. Additionally, the position will require extensive knowledge of online products and services to provide technical assistance which will include but not limited to support of website login, Learning Management System assistance, product expertise, and troubleshooting of online courses. The ability to navigate the Internet, including AHA/ASA related sites and inputting information into databases is required. The position requires using computerized system for gathering and tracking information, as well as provide feedback to management teams and business partners to create a world class customer experience. In addition, this position requires in depth knowledge of ECC courses and products to support the AHA Training Center Coordinator with advanced questions and concerns. Provides Technical assistance and training for AHA Instructor Network products such as MyCards, MyCourses, and My Agreements. Captures and facilities customer program complaints and feedback to the appropriate departments. Assist with data entry and account management of AHA Training Center data within Microsoft Dynamics by processing update forms, welcome letters, and other documents needed by ECC Quality & Risk management team. These issues will be received and responded to via telephone, email and chat. This role requires monitoring brand relevant conversation across social media, analyzing conversations and reporting actionable insights to stakeholders. Specialists will engage in meaningful chat conversations centered on educating and creating brand loyalty. In addition to handling calls, the position requires competency in developing written responses for email, and web chat. This communication reflects the corporate image and promotes services. Additional responsibilities or special projects may be assigned by direct supervisor or management team.