American Heart Association Customer Care Representative in Richardson, Texas

Overview

Are you ready to join an organization where you can make an extraordinary impact every day?

Imagine all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every day. Is it easy? No. Is it worthwhile? Absolutely.

This is satisfying and challenging work that makes a real difference in people's lives. We are where you can achieve professional growth with personal fulfillment. We are where you can connect people to making a lifesaving impact. We are where you can partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare. The American Heart Association is where you can make an extraordinary impact.

The American Heart Association (AHA)/American Stroke Association (ASA), selected over the last six years as one of the best Nonprofits to work for (#3 in 2015) has an excellent opportunity for a Customer Care Representative in our National Engagement Center office located in Richardson, TX . The hourly rate of pay is $15.00 an hour.

Responsibilities

In this role, you will be responsible for responding to customer inquiries and problems by telephone and recording contact outcomes. Responsible for providing information in response to questions about healthy living, advocacy, charitable estate planning, direct marketing, local office referral, revenue programs, science, stroke, and CPR while maintaining a high level of productivity based on assigned standards and performance goals. Other responsibilities will include:

  • Cultivates customer and partner relationships by promoting Cause initiatives and AHA/ASA programs. Provides information to develop and change the customer’s mindset and behaviors regarding cardiovascular disease and stroke. Uses knowledge and influence to build relationships and increase customer satisfaction and loyalty. Informs and solicits customers to donate to the organization contributing to revenue generation and long lasting donor relationships.

  • Uses computerized system for tracking and gathering contact data.

  • Resolves problems and handles difficult situations via email including promoting the AHA Mission and informing customers about life saving information.

  • Experience with customer service including performing multi-channel tasks via inbound and outbound contact; calls are non-routine, non-scripted situations requiring adaptation of response or extensive research according to customer response; may include inside sales to promote AHA revenue generation activities

  • Experience with data entry, donation processing and written communications

  • Demonstrated ability to communicate professionally orally and in writing using proper grammar, empathy, and courteous tone. Superior listening skills, adept at probing and questioning to uncover caller’s underlying needs in a sensitive manner.

  • Demonstrated efficiency in computer and internet navigation, managing multiple resources including a variety of websites, data entry screens, resource guides and contact interaction applications.

  • Proficient with data entry and contact management software such as Microsoft Dynamics, Interactive Desktop—Customer Interaction Center, Seibel, Blackbaud, etc.

  • Ability to cultivate relationships through active listening to assess customer needs while providing additional relevant AHA information and creating rapport with customers to build loyalty

  • Ability to think critically and problem solve

  • Ability to read and understand procedures and manuals

  • Ability to work a flexible schedule including weekends

  • Required training includes: Just in Time, Customer Satisfaction, Call Quality Standards, Employee Engagement, Self-Study, and Development/Fundraising

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

Qualifications

  • At least six months customer interaction experience including managing accounts/clients and demonstrating strong customer satisfaction focus.

  • The ability to multitask by simultaneously navigating several software programs and the Internet is required.

  • Exceptional communication skills, both verbal and written, including typing accuracy.

  • Critical thinking and problem-solving skills to delight our customers.

Preferred skills:

  • College degree, preferred.

  • Bilingual (Spanish) is highly desired

  • Interest and knowledge in health, fitness or nutrition.

  • Familiarity with medical terminology and pronunciation.

  • Knowledge of the American Heart Association and the American Stroke Association

Click on “Apply for this job online” to submit your online application or “Log back in!” if you are a returning applicant. Only those candidates deemed most qualified by the hiring manager will be contacted to interview.

At American Heart Association | American Stroke Association, diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.

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Job Family Group Customer Engagement

Job Category Administrative/Clerical