Customer Resolution Coordinator

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 Customer Resolution Coordinator. This position is located at our National Service Center in Richardson, TX.

The Customer Resolution and Relationship Management (CRM) Program was designed to improve confidence and integrity by establishing a Standard Operating Procedure for handling customer complaints and creating opportunities for organizational growth. The person who serves as CRM Coordinator must demonstrate the ability to balance service improvement needs with all business priorities, keeping the best interest of the organization, its employees and customers in mind when presenting solutions. This person must continually seek out new ways to improve our service, be people centered, customer focused and service driven.

Additional Responsibilities Will Include:

• Analyze Siebel database complaint report on a daily basis.
• Analyze Voice of the Customer (VoC) responses on a weekly basis.
• Address real-time complaint escalations immediately.
• Keep the management team abreast of issues and complaints that require further escalation.
• Partner with trainers to create action plans for addressing repeat and high volume complaints.
• Notify appropriate National Center or Affiliate staff for complaint resolution that cannot be handled by the NSC.
• Run month end reports to identify top-block complaints and trends.
• Along with Customer Service Manager:
  • Develop action plans designed to minimize complaints
  • Compile Affiliate Reports to show:
    • Monthly Complaint Data
    • Data Analysis
    • Report opportunities and activities logged
    • Create action items and suggestions for process improvements
• Recognize and recommend opportunities for improvement.
• Correspond via phone, e-mail, or letter with internal and external customers.
• Provide expert knowledge of American Heart Association products, programs and websites.

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:

• Minimum of 2 years experience in customer relationship and/or complaint management
• Minimum of 3 years of related customer service experience
• Knowledge and/or ability to quickly learn the scope of AHA, its programs and services
• Excellent verbal and written communication skills with attention to detail
• Effective working independently or as part of a team
• Ability to multitask; good prioritization, time management and organizational skills
• Ability to build effective relationships with a variety of personalities
• A strong ability for multi-tasking and meeting deadlines
• Demonstrated knowledge of Microsoft Programs
• Energetic and customer focused
• Proven team player along with proven customer management skills

• Demonstrated experience working effectively with all levels of management and across functional and business units

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. And we do.

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.