About the Role
TemporaryProject Coordinator
Location: US-TX-Dallas
Requisition ID: 2023-11501
Job Category: Health Strategies
Position Type: Full Time
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 an excellent opportunity for aTemporaryProject Coordinatorin ourHealthcare Business Solutions (HBS)department.
This position can behome-based. This is afull-timetemporaryposition that will last approximately six (6) months.
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 corporateuniversity, as well as additional training and support, locally.
Responsibilities
This individual will be responsible for providing customer support and response to HBS eCommerce platform by handling Tier 2 requests and resolutions from external vendor. Responsible for resolving questions or concerns related to refunds, content questions, technology tickets and training. Responsible for assisting with developing content and training materials for external customer support teams. Responsible for providing accounting administration and support including processing refunds, submitting expense reports, and preparing monthly reports on customer and call center metrics. Also, responsible for providing general scheduling, meeting and administrative support for the Digital Operations team.
- Responds to inquiries sent to Tier 2 escalation box from external vendors within 2 business days of receiving. Will work cross functionally with HBSeducationand implementation team, product leads, communications, marketing, and other various HBS departments to obtain information for vendors. Generates tickets to technology vendor
- Reviews and responds to refund request from external vendors, customer support, and other internal partners. Processes refunds using E1, PayPal, FastSpring, and other financial applications
- Assists with supporting HBS Technology such as Tin man, Chat bot, and future technologies. Will work with Customer Connection Manager to analyze and enhance tools. Performs tasks related to maintenance and improvements for tools
- Provide monthly reporting and analysis including but not limited to, refunds processed, external call center information, tickets escalated to Tier 2 inbox
- Assists the Customer Connection Manager with updating and documenting training materials for external vendors. Will assist with training and developing customer and process flows
- Participates in testing of products and enhancements for HBS technology properties
- Processes expense reports for Digital Operations Team members. Assist with scheduling and setting up meetings for Digital Operations team
Qualifications
- High School Diploma or equivalent and somecollegecoursework
- One (1) year of customer service, office administration, or accounts payableexperience
- Experienceextracting data, preparing and generating reports
- Strong communication, problem solving, and analytical skills
- Proficiency in Microsoft Office including Excel, Word and PowerPoint
Preferred Qualifications
- Exposure to Tableau and other data visualization tools
- Familiarity with SharePoint
- Experienceis submitting expense reports and makingtravelarrangements
- Ability to create process flow documentation
- Knowledge of HBS products and product lines