Two Chicks With A Side Hustle

  • Respond to professional customer (physicians, nurses, emergency management technicians and staff) phone inquiries related to Emergency Cardiovascular Care (ECC) and CPR training products and systems. 
  • Delight customers while working in a fast-paced call center environment.
  • Provide timely and accurate responses to questions regarding website access, basic CPR information, online products, and programs.
  • Provide technical assistance to phone customers for Association applications using various administrative tools, support documents and knowledge.
  • Adapt technical responses and information from multiple applications to provide customers with moderately complex information and guidance.
  • Escalate concerns appropriately when required.
  • Respond swiftly and accurately to email inquiries submitted by Association customers within required time frame.
  • Enter data accurately in CRM tools to record customer profile information, contact reason, and problem resolution.
  • Complete documentation within productivity guidelines and targets.
  • Maintain awareness of application and process information through consistent use of our knowledge management system, Association websites, and additional resources.  

Qualifications

  • At least two (2) years’ experience in a customer service field or call center environment.  
  • At least one (1) years’ experience in providing first level technical support to customers.  
  • Demonstrated excellent verbal and written communication skills.
  • Internet navigation and the ability to navigate among multiple programs/screens.
  • Demonstrated excellent problem-solving skills.           
  • High School diploma or equivalent
  • Ability to develop alternate solutions and make sound decisions.     
  • Computer experience with a proficiency in Microsoft Office: Word and Outlook  
  • Available to work Monday through Saturday.

Preferred Experience:

  • At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
  • Experience with Learning Management Systems (LMS)
  • Microsoft Excel

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