Professional Services Specialist

Overview Are you ready to join an organization where you can make an extraordinary impact every day? Imagine all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every day. Is it easy? No. Is it worthwhile? Absolutely. This is satisfying and challenging work that makes a real difference in people's lives. We are where you can achieve professional growth with personal fulfillment. We are where you can connect people to making a lifesaving impact. We are where you can partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare. The American Heart Association is where you can make an extraordinary impact. Responsibilities The American Heart Association (AHA) has a great opportunity for Professional Services I Specialists based out of our National Center in Dallas, TX! PLEASE NOTE: This position will transition to remote after successful completion of training. Training will be in an onsite classroom following CDC guidelines. Training is expected to begin on July 6th. This role requires extensive knowledge of CPR and First Aid products, services, and messaging. The Professional Services Specialist I will provide tier I technical support for inbound calls and emails and record outcomes in CRM/Microsoft Dynamics. Inquiries are predominately routine, however, may require deviation from standard screens, scripts, and procedures. 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. Here are some of the essential job duties:

• Responds to customer inquiries related to Healthcare Business Solutions (HBS) and CPR training products and systems. Provides timely and accurate responses to questions regarding website access, basic CPR information, online products, and programs.
• Provides technical assistance to HBS and CPR students participating in online courses and customers purchasing products including security" style="border-bottom: 1px dotted #007bff !important;">security access, basic troubleshooting, and related guidance. Researches inquiries and adapts responses to provide customers with moderately complex information and guidance. Escalates concerns appropriately when required.
• Responds swiftly and accurately to email inquiries submitted by AHA customers within required time frame.
• Updates customer records such as profile information and course management. Enters data accurately in CRM tools to manage customer sales, problem resolution, and retention. Complete documentation within productivity guidelines and targets.
• Maintains awareness of product information through monthly messaging, strategic initiatives, meetings and conferences or related policies and procedures. Collaborates with sales staff to ensure a uniform response and timely resolution to customer problems or concerns.

Want to help get your resume to the top? Look at the experience we require: Qualifications

• At least one (1) year experience in providing first level technical support to customers.
• At least two (2) years’ experience in a customer service field or call center environment.
• At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred.
• 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:

• Experience with Learning Management Systems (LMS)
• Microsoft Excel

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. EOE/Protected Veterans/Persons with Disabilities Location US-TX-Dallas Posted Date 2 hours ago (5/19/2021 11:16 AM) Requisition ID 2019-4751 Job Family Group Customer Engagement Job Category Call Center Location: Dallas, TX