The American Heart Association (AHA) has a great opportunity for a Professional Services Specialist I at the National Engagement Center in Richardson, TX
This position requires in depth knowledge of the organization, products, services and messaging with emphasis on Emergency Cardiovascular Care (ECC) This position requires world class customer service, critical thinking, and problem solving skills to answer questions 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.
- Aids students on learning management system platforms to allow completion of online courses.
- Offers trouble shooting techniques,
- Login assistance
- Account maintenance
- technology issues preventing users from competing courses.
- Assist professional customers (physicians, nurses, EMS, ECC Instructors, etc.) with technical issues pertaining to ECC products and service. These include, but are not limited to Onlineaha.org, eLearning.heart.org, AHA Instructor Network and Class Connector.
- Handles situations which may require adaptation of response or research according to customer response.
- Requires advanced problem solving.
- Responds swiftly and accurately to email inquiries submitted by AHA customers within a stretch target of a 44-hour turnaround timeframe, but no later than a 48 hour response time.
- Maintains awareness product information including monthly messaging, strategic initiatives, meetings & conferences; policies and procedures. Collaborates with Account Managers/field staff to ensure a uniform response and timely resolution to customer problems or concerns
- Review account information to determine applicable refunds for customers purchasing courses on LMS systems
- Escalates account, system, and product complaints/issues through ticketing systems to the appropriate internal or external partner. Responsible for tracking and updating customers.
- Explains policies and procedures for ECC products and services to maintain compliance and ensure guidelines are followed by customers and business.
- At least two (2) years of experience in a customer service field or call center environment
- Excellent oral communication and presentation skills
- Ability to develop alternate solutions and make sound decisions
- Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook)
- Internet navigation
- Experience in providing first level technical support to customers
- Experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
Preferred Experience:
- Experience with Learning Management Systems (LMS)