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Professional Services Specialist I

Dallas, TX, USADallasTXUSA
Temporary / Seasonal

The American Heart Association (AHA) has an excellent opportunity for a Professional Services Specialist (Temporary for up to six months) in our National Engagement Center office located in Richardson, TX . This position will handle customer inquiries and issues in a multi-media environment which includes inbound, outbound, email and social networking and record outcomes in a customer relationships database. Inquiries are predominately routine, however, may require deviation from standard screens, scripts and procedures. The specialists will be trained to use a computerized system for gathering and tracking information as well as trouble shooting. The ability to navigate a computerized data entry system or other relevant applications is required.

Areas of Responsibility: 
  • Provides excellent customer service and critical thinking skills for CPR and First Aid online products and systems, while maintaining a high level of productivity based on assigned standards and performance goals.
  • Assist professional customers (physicians, nurses, EMS, ECC Instructors, etc.) with website questions and concerns.
  • Handles situations which may require adaptation of response or research according to customer response.
  • Responds swiftly and accurately to email inquiries submitted by AHA customers within a defined target.
  • Assist students taking online courses with guidance and troubleshooting techniques.
  • Assist with updating customer records which include but are not limited to profile information, transcript services, and course management.
  • Assist with financial transaction which may include billing, refunds, and accessing AHA’s internal finance systems
  • Assist customers using websites such as but not limited to www.ahainstructornetwork.org , www.ecards.heart.org and www.cpr.heart.org , and www.elearning.heart.org .
  • Meet or exceed service excellence and productivity standards with data entry (CRM and other tools) and customer contacts, which are defined as the ability to handle a minimum of 5 contacts (calls, emails, or web inquiry) per hour.
  • Complete assigned projects as determined by supervisor
  • Performs other duties as assigned or as identified in performance objectives
Educational Background: 
High school diploma or equivalent
Skills/Experience: 
  • Minimum of three (3) years of experience in the customer service field or call center environment.
  • Minimum of two (2) years of experience in providing first level technical support.
  • Ability to develop alternate solutions and make sound decisions.
  • Customer service experience with emphasis on inbound phone support, diagnosing customer needs and ability to improve customer satisfaction
  • Maintain comprehensive knowledge of the entire ECC product portfolio to meet customer needs
  • Skilled in written and oral communications. Knowledge of business English, spelling, grammar and punctuation
  • Ability to work in a collaborative work environment
  • Computer experience with proficiency in Microsoft Office™ products
  • Contract processing (administration/maintenance) experience is a plus
  • Conceptual and functional knowledge of service agreements/contracts
  • General understanding of legal principles of contracts and agreements

Here are some of the preferred skills we are looking for:

  • Some college preferred
  • Background in the healthcare industry a plus
  • Working knowledge of Customer Relationship Management (CRM) database systems (Microsoft Dynamics preferred)
  • Knowledge of AHA National Emergency Cardiovascular Care Programs products, policies and procedures

Organization Info

American Heart Association | American Stroke Association

Overview
Headquarters: 
Dallas, TX, United States
Annual Budget : 
More than $500M
Founded: 
1949
About Us
Mission: 

The American Heart Association's mission is to build healthier lives free of cardiovascular diseases and stroke, America's No. 1 and No. 5 killers.

Founded in 1924, our organization now includes more than 30 million volunteers and supporters. We fund innovative research, fight for stronger public health policies, and provide critical tools and information to save and improve lives.

Listing Stats

Post Date: 
Apr 14 2019
Active Until: 
May 14 2019
Hiring Organization: 
American Heart Association | American Stroke Association
industry: 
Nonprofit