Remote Customer Support Representative, Professional Services

American Heart Association • Dallas, TX

392d • $41,600 - $45,760 • Remote

About The Position

The Remote Customer Support Representative, Professional Services at the American Heart Association is responsible for providing tier I technical support to customers, primarily inquiring about Emergency Cardiovascular Care (ECC) and Cardiopulmonary Resuscitation (CPR) training products. This role involves responding to customer inquiries via calls and emails, updating customer records, and collaborating with sales staff to ensure timely resolution of issues. The position is fully remote after an initial training period in the office, and it offers a competitive salary along with various benefits.

Requirements

• 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 proficiency in Microsoft Office: Word and Outlook.
• Available to work Monday through Saturday.

Responsibilities

• Respond to professional customer inquiries related to ECC and CPR training products and systems.
• Provide timely and accurate responses to questions regarding website access and online products.
• Offer technical assistance to students and instructors using proprietary applications.
• Adapt technical responses to provide customers with moderately complex information and guidance.
• Escalate concerns appropriately when required and respond swiftly to email inquiries.
• Update customer online records and enter data accurately in CRM tools.
• Maintain awareness of online course and CPR product information through various channels.
• Collaborate with sales staff to ensure uniform responses and timely resolutions.

Benefits

• 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)
• Heart U (access to online courses and tools for career development)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED