Temporary Project Coordinator

Overview

Now is the time to join us and make a difference. Be a relentless force for a world of longer, healthier lives.  Here at the American Heart Association, you matter and so does your career.

 

The American Heart Association has an excellent opportunity for a Temporary Project Coordinator in our Healthcare Business Solutions (HBS) department.

 

This position can be home-based. This is a full-time temporary position that will last approximately six (6) months.

 

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, Twitter, and at heart.org.

Responsibilities

This individual will be responsible for providing customer support and response to HBS eCommerce platform by handling Tier 2 requests and resolutions from external vendor. Responsible for resolving questions or concerns related to refunds, content questions, technology tickets and training. Responsible for assisting with developing content and training materials for external customer support teams. Responsible for providing accounting administration and support including processing refunds, submitting expense reports, and preparing monthly reports on customer and call center metrics. Also, responsible for providing general scheduling, meeting and administrative support for the Digital Operations team.

 

• Responds to inquiries sent to Tier 2 escalation box from external vendors within 2 business days of receiving. Will work cross functionally with HBS education and implementation team, product leads, communications, marketing, and other various HBS departments to obtain information for vendors. Generates tickets to technology vendor
• Reviews and responds to refund request from external vendors, customer support, and other internal partners. Processes refunds using E1, PayPal, FastSpring, and other financial applications
• Assists with supporting HBS Technology such as Tin man, Chat bot, and future technologies. Will work with Customer Connection Manager to analyze and enhance tools. Performs tasks related to maintenance and improvements for tools
• Provide monthly reporting and analysis including but not limited to, refunds processed, external call center information, tickets escalated to Tier 2 inbox
• Assists the Customer Connection Manager with updating and documenting training materials for external vendors. Will assist with training and developing customer and process flows
• Participates in testing of products and enhancements for HBS technology properties
• Processes expense reports for Digital Operations Team members. Assist with scheduling and setting up meetings for Digital Operations team

 

Qualifications

• High School Diploma or equivalent and some college coursework
• One (1) year of customer service, office administration, or accounts payable experience
•  Experience extracting data, preparing and generating reports
• Strong communication, problem solving, and analytical skills
• Proficiency in Microsoft Office including Excel, Word and PowerPoint

 

Preferred Qualifications

 

• Exposure to Tableau and other data visualization tools
• Familiarity with SharePoint
• Experience is submitting expense reports and making travel arrangements
• Ability to create process flow documentation
•  Knowledge of HBS products and product lines

 

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