About the Role
Client Support Specialist I, Professional Services
Location: US-TX-Dallas
Requisition ID: 2023-11348
Job Category Call Center
Position Type: Full Time
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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 Remote Client Support Specialist I, 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.
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.
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