Remote Customer Support Representative, Professional Services

Overview

Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today’s biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us.

The American Heart Association has a great opportunity for aRemote Customer Support Representative, Professional Services( Preferred location: DFW area).

Additional Information:

• Salary: $20.00/Hour ($22.00/hour for bilingual Spanish)
• Location: Fully remote after three weeks in office at 7272 Greenville Avenue, Dallas, TX 75231
• Training: February 10, 2025 - Feb 28, 2025 in office, then remote through May 2, 2025. Subject to extension.
• Equipment: Full home office set up provided to you on first day of training (laptop, monitor, keyboard, mouse, and headset)
• Shift: Available shifts starting as early as 7:45am CST and staying as late as 6pm.

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 RemoteClient Support Specialist,Professional Serviceswill 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.

#TheAHALife is our company culture, our way of life, reflecting our diversity, equity & inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.jobs.

Responsibilities

• Respond to professional customer (physicians, nurses, emergency management technicians and staff) inquiries related to Emergency Cardiovascular Care (ECC) and Cardiopulmonary Resuscitation (CPR) training products and systems. Provide timely and accurate responses to questions regarding website access, basic CPR information, online products and programs.
• This position provides technical assistance to students and instructors for our proprietary 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. Escalates concerns appropriately when required. Responds swiftly and accurately to email inquiries submitted by Association customers within required time frame.
• Update customer online records such as profile information, transcript services, and course management. Enters data accurately in CRM tools to record customer sales, problem resolution, and retention. Complete documentation within productivity guidelines and targets.
• Maintain awareness of online course and CPR product information through monthly messaging, strategic initiatives, meetings and conferences or related policies and procedures. Collaborate 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 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.

Compensation & Benefits

The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details.

• Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs, based on the type of position.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

The American Heart Association’s 2028 Goal: Building on over 100 years of trusted leadership in cardiovascular and brain health, by 2028 the AHA will drive breakthroughs and implement proven solutions in science, policy, and care for healthier people and communities. The greatest discoveries in health must reach everyone where they are.

At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities. We're committed to ensuring our workforce, workplace culture and mission have a shared impact across a diverse set of backgrounds.This position not a match with your skills? Click here to see other opportunities.

In accordance with local and state laws where applicable, qualified applicants with arrest or conviction records will be considered for employment.

EOE/Protected Veterans/Persons with Disabilities