American Heart Association Professional Services Specialist I in Richardson , Texas
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.
The American Heart Association (AHA) has a great opportunity for a Professional Services Specialist I at the National Engagement Center in Richardson, TX
This position requires in depth knowledge of the organization, products, services and messaging with emphasis on Emergency Cardiovascular Care (ECC) This position requires world class customer service, critical thinking, and problem solving skills to answer questions Additionally, the position will require extensive knowledge of online products and services to provide technical assistance which will include but not limited to support of website login, Learning Management System assistance, product expertise, and troubleshooting of online courses. The ability to navigate the Internet, including AHA/ASA related sites and inputting information into databases is required.
The position requires using computerized system for gathering and tracking information, as well as provide feedback to management teams and business partners to create a world class customer experience.
In addition, this position requires in depth knowledge of ECC courses and products to support the AHA Training Center Coordinator with advanced questions and concerns. Provides Technical assistance and training for AHA Instructor Network products such as MyCards, MyCourses, and My Agreements. Captures and facilities customer program complaints and feedback to the appropriate departments. Work Schedule may included Saturdays. The pay is $17.00 per hour.
Essential Job Duties:
Aids students on learning management system platforms to allow completion of online courses.
Offers trouble shooting techniques,
technology issues preventing users from competing courses.
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 Onlineaha.org, eLearning.heart.org, AHA 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 44-hour turnaround timeframe, but no later than a 48 hour response time.
Maintains awareness product information including monthly messaging, strategic initiatives, meetings & conferences; policies and procedures. Collaborates with Account Managers/field staff to ensure a uniform response and timely resolution to customer problems or concerns
Review account information to determine applicable refunds for customers purchasing courses on LMS systems
Escalates account, system, and product complaints/issues through ticketing systems to the appropriate internal or external partner. Responsible for tracking and updating customers.
Explains policies and procedures for ECC products and services to maintain compliance and ensure guidelines are followed by customers and business.
Want to help get your resume to the top? Take a look at the experience we require:
High School Diploma or Equivalent
At least two (2) years of experience in a customer service field or call center environment
Excellent oral communication and presentation skills
Ability to develop alternate solutions and make sound decisions
Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook)
Experience in providing first level technical support to customers
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.
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
Requisition ID 2019-4192
Job Family Group Customer Engagement
Job Category Administrative/Clerical
Additional Locations US-TX-Dallas