The American Heart Association has an excellent opportunity for a Multi-Media Team Lead in our National Engagement Center office located in Richardson, TX.
The Multi-Media Team Lead handles customer inquiries in a multi-channel environment via telephone, e-mail, web chat, and social media. Inquiries are predominately routine, however, may require deviation from standard screens, scripts and procedures. The Lead will be trained to use a variety of applications for gathering and tracking information, as well as troubleshooting. This position requires a high degree of critical thinking and customer service skills, resourcefulness and multi-tasking abilities, with the goal of bringing all inquiries to a satisfactory resolution and strengthening the customer relationship.
Areas of Responsibility:
- Engages with and provides excellent customer service to American Heart Association and American Stroke Association customers.
- Inspires and empowers employees to achieve superior results and to be accountable for performance objectives by mentoring and providing feedback on performance and quality.
- Leads by example in enthusiastically developing customer relationships by promoting AHA/ASA programs, research, educational information and services.
- Supports the supervisor and team by monitoring performance; analyzing data; preparing operational reports and conducting team meetings and development sessions when needed.
- Serves as interim supervisor when needed.
- Resolves escalated customer concerns.
- Monitors and scores customer interactions, e.g. calls, emails, chat, social media.
- Supports the Help Desk on a regular basis. Acts as a resource for Specialists who engage with and respond to the general public’s heart and stroke related inquiries and issues.
- Maintains an ongoing extensive knowledge of the AHA/ASA’s products, services, educational tools, and messaging.
- Answers inbound calls when needed.
- Flexibility with schedules is a required. Must be able to work a 40-hour work week with a schedule as early as 7:45AM and ending as late as 6:00PM that will include one weekend day .
Educational Background:
High school diploma or equivalent required.
Skills/Experience:
- 2 -5 years experience in a customer service call center environment.
- Critical thinking, problem solving, analytical skills and the ability to multi-task.
- Computer and Internet navigation competence: demonstrates efficiency navigating between multiple resources, e.g. Microsoft Dynamics, AHA website, SharePoint, BlackBaud/Luminate, Admin tools, etc.
- Successfully communicate with a diverse workforce to foster teamwork.
- Basic to intermediate knowledge of Microsoft Outlook, Word, and Excel.
- Ability to speak with customers by phone while typing or searching resources.
- Excellent customer service skills (courteous, compassionate, professional verbiage and tone, empathy, proper grammar, etc.).
- Ability to promote AHA/ASA revenue generation activities (Heart Walk, membership, scientific conferences, etc.
- Ability to support staff and conduct quality checks in a multi-channel environment: inbound/outbound calls, email, web chat, and social media.
- Strong verbal and written communication skills, excellent grammar, spelling and sentence construction.
- Call management skills– calls are non-routine; non-scripted situations; requires adaptation of response or extensive research to provide first call resolution.
- Continuous use of discretion and confidentiality.
- Demonstrated ability to be a team player who fosters cooperation between individuals and groups, creating a collaborative environment.
- Demonstrated ability to maintain composure, keep emotions in check, and avoid aggressive behavior even under difficult circumstances.
- Superior listening skills, adept at probing and questioning to uncover caller’s underlying needs in a sensitive manner.
- Professional etiquette and appearance.
- Ability to read and understand procedures, administrative practices, and manuals.
- Outstanding attendance record. Punctuality a must
Here are some of the preferred skills we are looking for:
- College degree
- Familiarity with medical terminology and pronunciation a plus.
- Bilingual (Spanish) is highly desired.
- Knowledge of the American Heart Association and the American Stroke Association a plus!
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 26 2018
Active Until:
Jul 26 2018
Hiring Organization:
American Heart Association | American Stroke Association
industry:
Nonprofit