Be an early applicantLess than 25 applicants

Company

American Heart Association · 13 hours ago

Remote Customer Support Representative, Professional Services

Dallas, TX

Full-time

Remote

Entry Level

$20/hr - $22/hr

2+ years exp

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Comp. & Benefits

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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.

Qualification

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Customer service experienceTechnical support experienceInternet navigationMicrosoft Office proficiencyData entry experienceDecision-making ability

Required

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.

Benefits

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)

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.

Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program.

Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees.

Tuition Assistance - We support the career development of all employees.