American Heart Association CCS - Team Lead in Richardson, Texas

CCS - Team Lead

Job Locations US-TX-Richardson Posted Date 3 weeks ago (3 weeks ago) Requisition ID 2018-2915 Job Family Group Customer Engagement Job Category Administrative/Clerical

Overview

Are you ready to join an organization where you can make an extraordinary impact every day?

Imagine all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every day. Is it easy? No. Is it worthwhile? Absolutely.

This is satisfying and challenging work that makes a real difference in people's lives. We are where you can achieve professional growth with personal fulfillment. We are where you can connect people to making a lifesaving impact. We are where you can 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 is where you can make an extraordinary impact.

Responsibilities

The American Heart Association has an excellent opportunity for a Team Lead in our National Engagement Center office located in Richardson, TX. The 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.

Essential Job Duties:

  • 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.

  • Supports the supervisor by monitoring team performance; analyzing performance data; preparing operational reports and conducting team meetings and development sessions when needed.

  • Resolves escalated concerns.

  • Monitors and scores customer interactions and provides feedback to the Specialists.

  • Maintains an ongoing extensive knowledge of the AHA/ASA’s products, services, educational tools, and messaging.

  • Leads by example in enthusiastically developing customer relationships by promoting AHA/ASA programs, research, educational information and services.

  • Supports the Help Desk on a regular basis.

  • 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 .

Qualifications

Want to help get your resume to the top? Take a look at the experience we require:

  • High school diploma or equivalent required.

  • At least six months of 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.

  • Floor Coverage – Provide management coverage when the supervisor is unavailable.

  • Workflow Queue Management – Help manage service level for phone, email, social media, and webchat queues.

  • 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 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!

Click on “Apply for this job online” to submit your online application or “Log back in!” if you are a returning applicant. Only those candidates deemed most qualified by the hiring manager will be contacted to interview.

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.

This position not a match with your skills? Click here to see other opportunities with the American Heart Association

Be sure to follow us on Twitter to see what it is like to work for the American Heart Association and why so many people enjoy #TheAHALife EOE Minorities/Females/Protected Veterans/Persons with Disabilities

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