Customer Support Specialist-ECC

American Heart Association The American Heart Association is the largest voluntary health organization dedicated to fighting heart disease, stroke and other cardiovascular diseases. What's your motivation? Opportunity! Creativity! Contribution! It's all part of working for the American Heart Association, where you can contribute professional growth with personal fulfillment. So if you're considering a rewarding career, consider the American Heart Association. We have an excellent opportunity for a Customer Support Specialist in our Emergency Cardiovascular Care Department, located in our Richardson, TX office.Our Emergency Cardiovascular Care (ECC) Programs (CPR, First Aid and related training) educate healthcare providers, caregivers, and the general public on responding to cardiovascular emergencies, cardiac arrest and stroke. ECC is dedicated to increasing public awareness of the importance of early intervention and ensuring greater public access to defibrillation. ECC programs train from 13 million people every year. This position is primarily responsible for customer service, contract management and oversight for the contract process of approximately 500-750 assigned American Heart Association Training Centers (TCs). The Customer Support Specialist position focuses on managing both the quality assurance and legal aspects of managing contracts. Functions include but are not limited to: negotiation, working with both client and AHA attorneys, in-bound phone support to customers; serve as primary contact for assigned customers; maintain current contact and insurance information and providing follow-up as needed; oversee the site review process for select areas and other related projects as determined; coordinate with local volunteers and Vice President of Community Training to deal with training issues that involve formal dispute resolution actions. Potential requirement to become a Heartsaver Instructor. Minimum Qualifications:'Degree preferred in Business or related field'2+ years customer account management and/or customer service experience. '2+ years of contract processing and /or management experience which include contract negotiation. 'Required to travel occasionally ' approximately 10-15% of the time but may be more as dictated by business needs.'Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook)'Knowledge of AHA National Emergency Cardiovascular Care Programs products, policies and procedures preferred.'Customer Service experience with emphasis on inbound phone support, accessing customer need and ability to improve customer satisfaction'Database management experience'General understanding of legal principles of contracts and agreements'Working knowledge of Customer Response Management (CRM) database systems (Seibel preferred)'Experience in supporting multiple staff, which require strong skills in project and time management'Customer Service Experience with emphasis on phone support 'Background in the healthcare industry a plusAttracting talented, committed employees means offering a competitive benefits package, ongoing professional development and training, and a diverse and inclusive environment in which to work and grow. And we do.To apply, please visit www.americanheart.org/careers The American Heart Association is an EOE, M/F/V/D.The AHA is committed to diversity and inclusiveness in its volunteers, staff and programs.