Remote Customer Engagement Associate

Job Posting Organization:
The American Heart Association (AHA) was founded in 1924 and has since made significant strides in reducing cardiovascular disease deaths by half. The organization is dedicated to addressing major health challenges and is committed to ensuring a healthier future for all. With a mission to be a relentless force for a world of longer, healthier lives, the AHA operates in various locations and employs a diverse workforce, reflecting its commitment to inclusivity and community health.

Job Overview:
The Remote Customer Engagement Associate plays a crucial role in fostering relationships with customers by responding to inquiries and providing information on health-related topics, donor engagement, and advocacy. This position requires a proactive approach to customer service, where associates will engage with the public on various issues related to cardiovascular health and the programs offered by the American Heart Association. The role involves making outbound calls to thank donors and assist with events, thereby contributing to the organization's mission and revenue generation efforts. The position is fully remote after an initial training period, which will take place in the Dallas office, and offers flexible shifts to accommodate various schedules.

Duties and Responsibilities:
The Customer Engagement Associate is responsible for a range of duties including: responding to inquiries about healthy living and advocacy, cultivating relationships with customers and partners, providing information to influence customer behavior regarding cardiovascular health, encouraging donations, making routine outbound calls to engage with donors and volunteers, and inputting customer data into a CRM system. The role also requires the ability to conduct internet research for personalized responses and to perform other related duties as assigned, ensuring a high level of productivity and customer satisfaction.

Required Qualifications:
Candidates should have at least two years of experience in customer service or a call center environment, demonstrating excellent verbal and written communication skills, problem-solving abilities, and a high school diploma or equivalent. The ability to develop alternative solutions and make sound decisions is essential, along with availability to work Monday through Saturday. Preferred qualifications include bilingual capabilities, particularly in Spanish, and experience with CRM systems, especially Microsoft Dynamics, as well as proficiency in Microsoft Excel.

Educational Background:
A high school diploma or equivalent is required for this position. Additional education or certifications in customer service, communications, or related fields may be beneficial but are not mandatory.

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 is preferred, particularly with Microsoft Dynamics, which would enhance the candidate's ability to perform effectively in this role.

Languages:
Fluency in English is mandatory, and bilingual proficiency in Spanish is preferred, which would be advantageous for engaging with a broader customer base and enhancing communication effectiveness.

Additional Notes:
This is a full-time position with a competitive hourly wage of $17.50, increasing to $19.50 for bilingual candidates. The role is fully remote after the training period, which is scheduled from April 7, 2025, to July 11, 2025, in the Dallas office. The American Heart Association offers a comprehensive benefits package, including medical, dental, vision, and life insurance, as well as a retirement program with employer matching. Employees also benefit from paid time off, professional development opportunities, and tuition assistance for further education.