Overview
As we celebrate our Centennial year, we invite you to join us in shaping the next century of impact. Be a relentless force for a world of longer, healthier lives as we remain devoted to a future of health and hope for everyone, everywhere. At the American Heart Association, your contribution matters, and so does your career.
The American Heart Association National Engagement Center has an excellent opportunity for a Social Media Representative . The position is responsible for responding to general calls and inquiries from customers primarily through email, social media, and web chat. This remote position may require attending onsite meetings at our National Center office located in Dallas, TX .
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 ValuedTM at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.jobs.
Responsibilities
Review email and monitor relevant social media posts and web chats to research inquiries and develop written responses for the customers. Communication will typically be non-routine, non-scripted and often require Internet research and personalized responses.
Provide information in response to questions about healthy living, advocacy, charitable estate planning, direct marketing, local office referral, revenue programs, science, stroke, and CPR, to build relationships and increase customer satisfaction and loyalty.
Cultivate customer and partner relationships by promoting Association brand and programs.
Create responses that encourage customers to donate to the organization, thus contributing to revenue generation and long-lasting donor relationships.
Maintain a high level of productivity based on standards and performance goals, by using Microsoft Dynamics/PureCloud chat/Sprinklr/Outlook.
Want to help get your resume to the top? Here is the experience we require:
Qualifications
High School diploma or equivalent required.
At least two years of customer interaction experience, including managing accounts/clients, demonstrating strong customer satisfaction focus; a passion to help others in a similar environment, as well as proven experience in a high call volume work environment.
Exceptional communication skills, both verbal and written, including typing accuracy.
Computer and Internet navigation skills; demonstrates efficiency navigating between multiple resources and software programs, e.g., Microsoft Dynamics, Association website, Resource Guide, Internet, while simultaneously responding to customers.
Understand how to provide customer support through social media channels, e.g., Face Book, Twitter, Instagram using a social media management application program (Sprinklr.
Critical thinking and problem-solving skills to delight our customers.
Superior listening skills, adept at probing and questioning to uncover caller's underlying needs in a sensitive manner.
Ability to read and understand procedures and manuals.
Preferred skills:
College degree, preferred.
Knowledge of the American Heart Association and the American Stroke Association.
Bilingual (Spanish) is highly desired.
Interest and knowledge in health, fitness, or nutrition.
Familiarity with medical terminology and pronunciation.
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 offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
Professional Development - You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association's national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
Work-Life Harmonization - The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.
The American Heart Association's 2028 Goal: Building on over 100 years of trusted leadership in cardiovascular and brain health, by 2028 the AHA will drive breakthroughs and implement proven solutions in science, policy, and care for healthier people and communities. The greatest discoveries in health must reach everyone where they are.
At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities. We're committed to ensuring our workforce, workplace culture and mission have a shared impact across a diverse set of backgrounds.
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Posted Date 1 day ago (9/13/2024 1:36 PM)
Requisition ID 2024-14202
Job Category Call Center
Position Type Full Time
