The American Heart Association (AHA) has an excellent opportunity for a Professional Services Specialist (Temporary for 6 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 satisfaction and critical thinking skills on Emergency Cardiovascular Care technical products and systems related multi-channels inquires, while maintaining a high level of productivity based on assigned standards and performance goals.
- 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 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 1 business day turnaround timeframe, but no later than 2 business day response time.
- Assist Learning Management System users of onlineaha.org and elearning.heart.org with customer support and technical support (troubleshooting)
- Assistance with updating customer records which include but are not limited to profile information, transcript services, and key management
- Assist with financial transaction which may include billing, refunds, and accessing AHA’s internal finance systems
- Provide technical support for Online Key Manager users and direct linking customers
- Assist customers using websites such as but not limited to ahainstructornetwork.org , www.ecards.heart.org and www.cpr.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.
- Maintain filing/organizational system for TC related documentation
- 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 need and ability to improve customer satisfaction
- Maintain comprehensive knowledge of the entire ECC product portfolio to meet the breadth of 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 (Word, Excel, Access, PowerPoint and Outlook)
- 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
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 4 2018
Active Until:
Aug 4 2018
Hiring Organization:
American Heart Association | American Stroke Association
industry:
Nonprofit