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 a Remote 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 Remote Client Support Specialist, Professional Services will 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 provid