The American Heart Association (AHA) has an excellent opportunity for a Temporary Training Network Technology Specialist for 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.
Although Training Network Technology is the primary function, specialists may be required to assist with contract process, which includes but not limited to quality assurance and legal aspects of managing contracts; all document management aspects; and assist with the Training Center (TC) Application process.
- 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 www.onlineaha.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
- Manage Training Center Agreement process and support (or direct when necessary) Training Center Coordinators (TCC) to maintain contractual obligations, as well as matters regarding TC operations.
- 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 8 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
- 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