Team Lead

Join the American Heart Association and take your career on a Mission - to build healthier lives, free of cardiovascular diseases and stroke. What's your motivation? Want satisfying work that makes a real difference in people's lives? At the American Heart Association we're working to prevent, treat and defeat our nation's No. 1 killer, cardiovascular disease. We have an excellent opportunity for a Team Lead. This position is located at our National Service Center in Richardson, TX.

The Team Lead is the liaison between the Customer Care Specialists, external customers and the program supervisor ensuring excellence in customer care, loyalty, retention and cultivation. This position is responsible for mentoring customer care specialists to ensure world-class standards through exemplary customer satisfaction. The focus is to inspire and empower employees to achieve superior results and to be accountable for performance objectives. Further, this position will be accountable for resolving customer complaints and tracking resolution. Additional duties include administrative support to the program supervisor by preparing reports for review and to service as an interim supervisor and /or trainer when there is a vacancy. This role will also provide coaching and developmental tips for the Customer Care Specialists which will aide them in achieving performance standards.

Additional Responsibilities Will Include:

• Cultivates customer and partner relationships by promoting Cause Initiatives and AHA Programs by providing information to develop and change the customer's mindset and behaviors regarding cardiovascular disease and stroke; specialists use their knowledge and influence to build relationships thereby increasing customer satisfaction and loyalty. Requires extensive knowledge of the organization, products, and/or services to promote, inform and solicit customers to donate to the organization contributing to revenue generation and long lasting donor relationships. Provides excellent customer satisfaction and critical thinking skills on medical related inquires, professional services (memberships & registration), CPR, and donation processing, through multi-channels, while maintaining a high level of productivity based on assigned standards and performance goals ( including remote, overnight and weekend schedules). Provides extensive knowledge of key AHA/ASA programs, products and websites to front line specialists and Customers promoting our mission and 2020 goals
• Compiles and analyzes Specialists' data reports such as Siebel Data Accuracy, report cards, timesheets and schedule adherence to make corrections and report non-adherence to service standards. Compiles and communicates Affiliate Reports concerning offline volume, PST service level and volume, and donation service level and volume
• Conducts supervisor duties in program supervisor's absence such as team meetings, supervisor meetings, coaching and development sessions. Handles and resolves escalated Customer calls. Responsible for organizing team meetings and activities in accordance with the Brand Promise
• Monitors and manages inbound calls using Call Management System (CMS) and includes on-the-spot coaching and feedback. Assists with monitoring calls and provide developmental feedback to customer care specialists
• Manages and maintains partnerships at affiliate and National levels to update cause or product information including monthly messaging, strategic initiatives, meetings and conferences; policies and procedures. Collaborates with Affiliate contacts to ensure a uniform response and timely resolution to customer problems or concerns

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualified candidates will have the following experience and background:

• 2 + years experience in a customer service field or call center environment
• Experience as a lead or supervisor in the customer service field
• Ability to develop alternate solutions and make sound decisions
• Ability to develop long-term and short-term goals, follow-through and develop performance objectives to meet goals
• Ability and willingness to work irregular hours Saturday through Wednesday and attend meetings beyond the normal working schedule
• Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook)
• Internet navigation

Attracting 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.

To apply for this position or to see other opportunities with the American Heart Association please visit www.heart.org/careers. We no longer accept mailed, faxed or e-mailed resumes. Please apply for positions directly through our website. Only those candidates deemed most qualified by the hiring manager will be contacted to interview.

The American Heart Association is an Equal Opportunity Employer and works to prohibit discrimination and to assure fair and uniform treatment of applicants and employees in all aspects of Human Resources administration without regard to political or religious opinions or affiliations, membership or non-membership in employee organizations, age, sex, disability, race, color, national origin, religion, sexual orientation, marital status or any other non-merit factor.