American Heart Association Professional Svcs Specialist II in Richardson , Texas

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 Professional Services Specialist II based out of our National Engagement Center located in Richardson, TX! This position requires in depth knowledge of the organization, products, services and messaging with emphasis on Emergency Cardiovascular Care (ECC), Office of Science Operations (OSO), Professional Membership and Meetings. This position requires world class customer service, critical thinking, and problem-solving skills to answer questions about ECC Programs, AHA professional member services, e.g. professional education, scientific meetings, research programs, membership, and continuing education credits. 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. Assist with data entry and account management of AHA Training Center data within Microsoft Dynamics by processing update forms, welcome letters, and other documents needed by ECC Quality & Risk management team. These issues will be received and responded to via telephone, email and chat. This role requires monitoring brand relevant conversation across social media, analyzing conversations and reporting actionable insights to stakeholders. Specialists will engage in meaningful chat conversations centered on educating and creating brand loyalty. In addition to handling calls, the position requires competency in developing written responses for email, and web chat. This communication reflects the corporate image and promotes services. Additional responsibilities or special projects may be assigned by direct supervisor or management team.

  • Assist professional customers (doctors, nurses, Instructors, Training Centers) with issues pertaining to professional websites, conferences, events and CPR inquires

  • 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 2 business days

  • Responds to inquiries of a technical or complex nature which are non-routine and require deviation from standard screens, scripts and procedures

  • Understands IT hardware and software products

  • Handles problem resolution which may require follow-up and/or escalation to a high level of expertise.

  • Provide guidance and support to the AHA

  • Training Network consisting of Training Centers, Coordinators, Instructors, and Students using various administrative tools, support documents and knowledge

  • Aid users on learning management system platforms to allow completion of online courses

  • Offers trouble shooting techniques, login assistance, account maintenance, and other misc. technology issues preventing users from competing courses

  • 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

  • Answers general ECC programs and OSO program questions and concerns

  • Support supervisor and/or field staff with managing complaints and quality issues that involve investigations and actions for dispute resolution

  • Assist with data entry for ECC Quality and Risk Management team which includes TC update forms and MSD account management

  • Assist with taking inbound donation calls

Qualifications

  • High School Diploma or Equivalent

  • At least two (2) to 5 years of work-related experience

  • Experience in a customer service field or call center environment

  • Ability to develop alternate solutions and make sound decisions

  • Excellent written and oral communication and presentation skills

  • Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook Internet navigation)

  • Data entry experience

Preferred Experience:

  • Some College

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 2018-3077

Job Family Group Customer Engagement

Job Category Administrative/Clerical