American Heart Association Remote Client Support Specialist I, Professional Services in Tucson, Arizona
Are you ready to join an organization where you can be a relentless force for a world of longer, healthier lives?
This is satisfying work that makes a real difference in people's lives. You can achieve professional growth with personal fulfillment. You will connect with people and make a lifesaving impact. You will partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare.
The American Heart Association (AHA) has a great opportunity for a Remote Client Support Specialist I, Professional Services ( Preferred location: DFW area.
Location: Fully remote (training and work)
Training: November 15th - January 28th
Equipment: Full home office set up provided to you before training begins (laptop, monitor, keyboard, mouse, and headset)
Shift: Available shifts starting at 7:30am CST and later
Meaningful Benefits & Rewards for You:
Paid Time off
Medical, dental, vision, Teladoc, Flexible Spending Accounts (FSA)
Basic Life and AD&D Insurance
Retirement and Savings Programs
Work Perks (Discounts with national retailers: Verizon Mobile, AT&T Mobile, Apple discount program, HP computer discount program, and LegalShield)
Heart U (hundreds of online courses, tools and references to support employee career development and continuous learning - free access to employees and their families)
Daily Scope of Work - The Remote Client Support Specialist I, Professional Services will provide tier I technical support for inbound calls and emails and record outcomes in CRM/Microsoft Dynamics. The specialists will be trained to use computerized systems 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. The specialist may also be asked to perform other responsibilities based on special projects available to them.
Essential Job Duties:
Respond to professional customer (physicians, nurses, emergency management technicians and staff) inquiries related to Emergency Cardiovascular Care (ECC) and CPR training products and systems. Provide timely and accurate responses to questions regarding website access, basic CPR information, online products and programs.
Provide technical assistance to ECC or CPR students participating in online courses and customers purchasing ECC/CPR training products including student security access, e-learning tool basic troubleshooting, and related guidance. Adapt technical responses and researches information for multiple applications to provide customers with moderately complex information and guidance. Escalates concerns appropriately when required. Responds swiftly and accurately to email inquiries submitted by AHA customers within required time frame.
Update customer online records such as profile information, transcript services, and course management. Enters data accurately in CRM tools to record customer sales, problem resolution, and retention. Complete documentation within productivity guidelines and targets.
Maintain awareness of e-learning product information through monthly messaging, strategic initiatives, meetings and conferences or related policies and procedures. Collaborate with sales staff to ensure a uniform response and timely resolution to customer problems or concerns.
Want to help get your resume to the top? Look at the experience we require:
At least two (2) years’ experience in a customer service field or call center environment.
At least one (1) years’ experience in providing first level technical support to customers.
Demonstrated excellent verbal and written communication skills.
Internet navigation and the ability to navigate among multiple programs/screens.
Demonstrated excellent problem-solving skills.
High School diploma or equivalent
Ability to develop alternate solutions and make sound decisions.
Computer experience with a proficiency in Microsoft Office: Word and Outlook
Available to work Monday through Saturday.
At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
Experience with Learning Management Systems (LMS)
At American Heart Association | American Stroke Association, diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.
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EOE/Protected Veterans/Persons with Disabilities
Posted Date 3 weeks ago (9/27/2021 4:05 PM)
Requisition ID 2021-7378
Job Family Group Customer Engagement
Job Category Call Center
Additional Locations Diversity Distribution US - Top 50