Client Support Specialist I, Professional Services

Overview

As we celebrate our Centennial year, we invite you to join us in shaping the next century of impact. 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 American Heart Association has a great opportunity for a Client Support Specialist I, Professional Services (Preferred location: DFW area).

Additional Information:

• Salary: $18.50/Hour
• Location: Training at the American Heart Association National Center in Dallas, TX. Fully remote after training.
• Training: June 10 – September 13
• Equipment: Full home office set up provided to you before training begins (laptop, monitor, keyboard, mouse, and headset)
• Shift: Available shifts starting at 7:45am 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 RemoteClient Support Specialist I, Professional Serviceswill 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.

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.

#TheAHALife is our company culture, our way of life, reflecting our diversity and inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, Twitter, and at heart.jobs.

Responsibilities

• Respond to professional customer (physicians, nurses, emergency management technicians and staff) phone inquiries related to Emergency Cardiovascular Care (ECC) and CPR training products and systems.
• Delight customers while working in a fast-paced call center environment.

• Provide timely and accurate responses to questions regarding website access, basic CPR information, online products, and programs.
• Provide technical assistance to phone customers for Association 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.
• Escalate concerns appropriately when required.
• Respond swiftly and accurately to email inquiries submitted by Association customers within required time frame.

• Enter data accurately in CRM tools to record customer profile information, contact reason, and problem resolution.
• Complete documentation within productivity guidelines and targets.
• Maintain awareness of application and process information through consistent use of our knowledge management system, Association websites, and additional resources.

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.

• 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.
• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

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, 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.

EOE/Protected Veterans/Persons with Disabilities