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Remote Client Support Specialist, Professional Services

Location: US-TX-Dallas Requisition ID: 2023-11106 Job Category: Call Center Position Type: Full Time

Overview

Now is the time to join us and make a difference. Be a relentless force for a world of longer, healthier lives. Here at the American Heart Association, you matter and so does your career.

The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

The American Heart Association (AHA) has a great opportunity for a Remote Client Support Specialist, Professional Services (Preferred location: DFW area).

Additional Information:

• Salary: $18.50/Hour
• Location: Fully remote (training and work)
• Training: September 11, 2023 – December 01, 2023
• Equipment: Home office set up provided to you before training begins (laptop, monitor, keyboard, mouse, and headset)
• Shift: Available shifts starting as early as 7:45am CST and staying as late as 6pm.

Daily Scope of Work – The Remote Client Support Specialist, 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.

Responsibilities

• Respond to professional customer (physicians, nurses, emergency management technicians and staff) inquiries related to Emergency Cardiovascular Care (ECC) and Cardiopulmonary Resuscitation (CPR) training products and systems. Provide timely and accurate responses to questions regarding website access, basic CPR information, online products and programs.
• This position provides technical assistance to students and instructors for our proprietary applications using various administrative tools, support documents and knowledge. Adapt technical responses and information from 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 online course and CPR 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.

Qualifications

• 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.

Preferred Experience:

• At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
• Experience with Learning Management Systems (LMS)
• Microsoft Excel

Compensation & Benefits

The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details. 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)

• Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs, based on the type of position.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.

The American Heart Association’s 2024 Goal: Every person deserves the opportunity for a full, healthy life. As champions for health equity, by 2024, the American Heart Association will advance cardiovascular health for all, including identifying and removing barriers to health care access and quality.

At American Heart Association | American Stroke Association, ersity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.