Remote Customer Engagement Associate

Job Advertisement

Position Title: Remote Customer Engagement Associate
Location: Dallas
Country: United States
Deadline Date: No expiration date indicated, apply timely.

Job Details

Job Posting Organization:
The American Heart Association (AHA) is a leading organization dedicated to fighting heart disease and stroke, with a mission to be a relentless force for a world of longer, healthier lives. Established over a century ago, the AHA has grown to become a trusted leader in cardiovascular and brain health, operating in numerous countries and employing thousands of individuals. The organization is committed to diversity, equity, and inclusion, ensuring that its workforce reflects the communities it serves. The AHA is also known for its innovative programs and initiatives aimed at improving health outcomes for all individuals, regardless of their background.

Job Overview:
The Remote Customer Engagement Associate plays a crucial role in fostering customer relationships by responding to inquiries from the public regarding health, donations, and various programs associated with the American Heart Association and the American Stroke Association. This position is designed for individuals who are passionate about health advocacy and customer service. The associate will engage with customers on a range of topics, including cardiovascular health, stroke awareness, and fundraising efforts. The role requires a proactive approach to customer interactions, with an emphasis on building rapport and encouraging donations to support the organization's mission. The position is fully remote after an initial training period, which will take place in Dallas, Texas. The training is scheduled from April 7, 2025, to July 11, 2025, and may be subject to extension. The associate will have access to a comprehensive home office setup to facilitate their work environment.

Duties and Responsibilities:
The Customer Engagement Associate is responsible for a variety of tasks aimed at enhancing customer satisfaction and loyalty. Key responsibilities include: responding to inquiries about healthy living, advocacy, and charitable estate planning; cultivating relationships with customers and partners by promoting AHA programs; providing information to influence customer behaviors regarding cardiovascular health; initiating conversations that encourage donations; making routine outbound calls to thank donors and welcome volunteers; assisting with events such as Heart Walk; inputting customer information into a Customer Relationship Management (CRM) database; and performing other duties as assigned that align with the job's scope. The associate must maintain a high level of productivity and meet performance goals while engaging in non-routine, non-scripted conversations that may require internet research.

Required Qualifications:
Candidates should possess at least two years of experience in customer service or a call center environment, demonstrating excellent verbal and written communication skills. Strong problem-solving abilities are essential, along with a high school diploma or equivalent. The ability to develop alternative solutions and make sound decisions is crucial. Candidates must be available to work Monday through Saturday, showcasing flexibility in their schedule. Bilingual candidates are preferred, particularly those fluent in Spanish, as this will enhance communication with a broader customer base.

Educational Background:
A high school diploma or equivalent is required for this position. While further education is not explicitly stated, candidates with additional qualifications in communication, health sciences, or related fields may have an advantage in understanding the organization's mission and customer needs.

Experience:
The ideal candidate should have a minimum of two years of experience in a customer service role or call center environment. Experience with Customer Relationship Management (CRM) systems, particularly Microsoft Dynamics, is preferred. Familiarity with Microsoft Excel is also beneficial, as it may be used for data management and reporting purposes.

Languages:
Fluency in English is mandatory, and bilingual proficiency in Spanish is preferred. This language skill will enable the associate to effectively communicate with a diverse customer base and enhance the organization's outreach efforts.

Additional Notes:
This position is full-time and offers a competitive salary of $17.50 per hour, with an increased rate of $19.50 per hour for bilingual Spanish speakers. The AHA provides a comprehensive benefits package, including medical, dental, vision, and life insurance, as well as a robust retirement program with employer matching. Employees are entitled to a minimum of 16 days of paid time off per year, increasing with seniority, and 12 paid holidays. The organization also supports professional development through tuition assistance and access to HeartU, its online university. The AHA is committed to work-life harmonization, ensuring that employees have the resources they need to balance their personal and professional lives.