The American Heart Association (AHA)/American Stroke Association (ASA), selected over the last six years as one of the best Nonprofits to work for (#3 in 2015) has an excellent opportunity for a Customer Care Representative in our National Engagement Centeroffice located in Richardson, TX . The hourly rate of pay is $15.00 an hour.
This individual will be responsible for responding to customer inquiries and problems by telephone and recording contact outcomes. Responsible for providing information in response to questions about healthy living, advocacy, charitable estate planning, direct marketing, local office referral, revenue programs, science, stroke, and CPR while maintaining a high level of productivity based on assigned standards and performance goals. Other responsibilities will include:
- Cultivates customer and partner relationships by promoting Cause initiatives and AHA/ASA programs. Provides information to develop and change the customer’s mindset and behaviors regarding cardiovascular disease and stroke. Uses knowledge and influence to build relationships and increase customer satisfaction and loyalty. Informs and solicits customers to donate to the organization contributing to revenue generation and long lasting donor relationships.
- Uses computerized system for tracking and gathering contact data.
- Resolves problems and handles difficult situations via email including promoting the AHA Mission and informing customers about life saving information.
- Experience with customer service including performing multi-channel tasks via inbound and outbound contact; calls are non-routine, non-scripted situations requiring adaptation of response or extensive research according to customer response; may include inside sales to promote AHA revenue generation activities
- Experience with data entry, donation processing and written communications
- Demonstrated ability to communicate professionally orally and in writing using proper grammar, empathy, and courteous tone. Superior listening skills, adept at probing and questioning to uncover caller’s underlying needs in a sensitive manner.
- Demonstrated efficiency in computer and internet navigation, managing multiple resources including a variety of websites, data entry screens, resource guides and contact interaction applications.
- Proficient with data entry and contact management software such as Microsoft Dynamics, Interactive Desktop—Customer Interaction Center, Seibel, Blackbaud, etc.
- Ability to cultivate relationships through active listening to assess customer needs while providing additional relevant AHA information and creating rapport with customers to build loyalty
- Ability to think critically and problem solve
- Ability to read and understand procedures and manuals
- Ability to work a flexible schedule including weekends
- Required training includes: Just in Time, Customer Satisfaction, Call Quality Standards, Employee Engagement, Self-Study, and Development/Fundraising
- At least six months customer interaction experience including managing accounts/clients and demonstrating strong customer satisfaction focus.
- The ability to multitask by simultaneously navigating several software programs and the Internet is required.
- Exceptional communication skills, both verbal and written, including typing accuracy.
- Critical thinking and problem-solving skills to delight our customers.
Preferred skills:
- Bilingual (Spanish) is highly desired
- Interest and knowledge in health, fitness or nutrition.
- Familiarity with medical terminology and pronunciation.
- Knowledge of the American Heart Association and the American Stroke Association