Temporary Remote Customer Support Representative, Professional Services

About the position

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 as we remain devoted to a future of health and hope for everyone, everywhere. At the American Heart Association, your contribution matters, and so does your career. The American Heart Association has a great opportunity for a Temporary Remote Customer Support Representative, Professional Services (Preferred location: DFW area).

Responsibilities

• Respond to professional customer 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.
• Provide technical assistance to students and instructors for 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.
• Escalate concerns appropriately when required.
• Respond swiftly and accurately to email inquiries submitted by Association customers within the required time frame.
• Update customer online records such as profile information, transcript services, and course management.
• Enter 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.

Requirements

• Typically requires three (3) minimum experience, and 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.

Nice-to-haves

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

Benefits

• Competitive base salary.
• Performance and recognition through merit increases and incentive programs.
• Wide array of benefits including medical, dental, vision, disability, and life insurance.
• Robust retirement program that includes an employer match and automatic contribution.
• Employee assistance program, employee wellness program, telemedicine, and medical consultation.
• Paid Time Off (PTO) at a minimum of 16 days per year for new employees.
• 12 paid holidays off each year.
• Tuition assistance for further education and career development.