Training Network Support Specialist

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 Training Network Support Specialist. This position is located at our National Service Center in Richardson, TX.

Functions include but are not limited to: 1) Negotiation; working with both client and AHA attorneys; in-bound phone support to customers 2) Serve as contact for assigned customers 3) maintain current contact and insurance information and providing follow-up as needed 4) Support TC Application Process for select areas and other related projects as determined.

Although Training Network Support is the primary function, specialists may be required to respond to technical support issues via phone, email and internet submissions, as well as use Admin Tools to meet customer needs.

Additional Responsibilities Will Include:

- Managing TC Agreement process and support (or direct when necessary) Training Center Coordinators (TCC) to maintain contractual obligations, as well as matters regarding TC operations.

- Providing excellent customer satisfaction and critical thinking skills around ECC (Emergency Cardiovascular Care) operational standards, while maintaining a high level of productivity based on assigned performance goals.

- Answering and accessing routine Training Center questions as well as managing inbound calls.

- Meeting or exceeding Service Excellence and Productivity Standards with data entry and customer contacts, which is defined as the ability to handle a minimum of 8 contacts per hour (calls, emails, or fulfillment processing), including associated sales and cultivation requirements (CRM and other tools).

- Maintaining awareness product information including monthly messaging, strategic initiatives, meetings & conferences; policies and procedures. Collaborating with Account Managers/field staff to ensure a uniform response and timely resolution to customer problems or concerns.

- Supporting supervisor and/or field staff with managing complaints and quality issues that involve investigations and actions for dispute resolution.