Customer Engagement Manager

Overview

As we celebrate our Centennial year, we invite you to join us in shaping the next century of impact. Be a relentless force for a world of longer, healthier lives as we remain devoted to a future of health and hope for everyone, everywhere. At the American Heart Association, your contribution matters, and so does your career.

 

The American Heart Association has an excellent opportunity for a Customer Engagement Manager. This position can be home based in the Dallas/Fort Worth area.

 

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

The Customer Engagement Manager is involved with all aspects of program management in order to ensure that customer satisfaction and service level goals are met; builds customer loyalty by providing excellent customer satisfaction through the supervision and development of our customer engagement specialists and demonstrates a positive and motivating work environment for employees. 

 

 

Essential Job Duties

 

• Supervises, mentors and develops a team of customer engagement specialists.
• Monitors and scores customer interactions and provide coaching to the specialists to improve their ability to delight our customers in a multichannel environment.
• Engages in monthly and ad hoc feedback sessions with each specialist for continued improvement.
• Plans, directs, supervises, evaluates, and manages daily workflow and operational reporting.
• Develops and facilitates monthly team meetings.
• Maintains on-going customer relationships and uses computerized system for tracking contact and information gathering.
• Coordinates work activities to achieve operational efficiencies.
• Proactively provides feedback and offers suggestions regarding process improvements and updates to materials for training and ongoing development.
• Escalates and report issues through various support streams including third party vendors.
• Handles and resolves escalated customer concerns/issues.
• Communicates and enforces policies and procedures.
• Responsible for administering formal corrective action up to and including recommendation for termination of employment.
• Participates in any/all training and educational activities.
• Other duties and responsibilities assigned by senior leadership.

Want to help get your resume to the top?   Take a look at the experience we require:

Qualifications

 

• Bachelor’s degree preferred or equivalent work experience.
• 5 years’ related experience in a customer service field or call center environment.
• 2 years’ experience as a lead or supervisor in the customer service field.
• Able to develop long-term and short-term goals and follow through and develop performance objectives.

• Highly effective organizational and time management skills.

• Superior listening and problem-solving skills.
• Excellent oral and written communication skills.
• Excellent interpersonal, judgement and decision-making skills.
• Computer experience with a proficiency in Microsoft Office (Outlook, Word, Excel and PowerPoint) and contact center CRM/telephony applications.
• Ability to provide excellent customer service to meet the needs and expectations of internal and external customers.
• Acts with a sense of urgency; meets deadlines.
• Ability to identify, analyze, and resolve technical issues with technology.
• Demonstrated ability to maintain composure, keep emotions in check and avoid aggressive behavior even under difficult circumstances.
• Able and willing to work outside of scheduled hours and provide rotating on call weekend support.

Compensation & Benefits

[ADD as Appropriate: This position is incentive eligible based on achieving certain targets.]

 

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