[Hiring] Specialist, Community Health Initiatives @Alzheimer's Association®

Role Description

The Specialist will be responsible for providing operational, logistical and customer service support for Community and Rural Health Initiatives including education, training and product support for professionals and familial caregivers. This role will require collaboration between internal and external audiences to support operations and customer service for existing products while also supporting the development of new resources as needed. This position is grant funded.

• Provide exceptional customer service to external customers for family programs and services, quality care and other Association products including ALZConnected, ALZNavigator, essentiALZ, CRF, DCNS, and LMS.
• Serve as tier 2 support for escalate constituent inquiries and issues from the Call Center for all eServices Professional Training including the My Journey App.
• Coordinate the central inbox ([email protected]) for triaging constituent education related inquiries and problem resolution with call center and IT.
• Coordinate with IT and call center for timely processing of Password Reset and Account Merging needs for ALZConnected, LMS, and other products utilizing the personify SSO.
• Support efforts to continuously communicate customer feedback to product teams to inform future enhancements and products.
• Participate in the product development lifecycle providing input from the constituent user experience perspective from ideation to go-to market, with a strong emphasis in product testing.
• Support the team in data collection, tracking, and reporting related to workforce development, referral pathways, and community resource coordination.
• Assist with maintaining program dashboards, monitoring metrics, and preparing reports for leadership and external partners.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree preferred.
• 2-3 years of customer service experience.
• Demonstrated relevant experience to support teams and work in a fast-paced environment and under deadlines.
• Excellent interpersonal, verbal and written communication skills and social competency.
• Ability to effectively collaborate and work in a team-based environment.
• Professional demeanor, organized, and reliable.
• Ambitious, a strong work ethic, and an earnest willingness to learn.
• Results driven attitude.
• Ability to excel in a high-energy, fast-paced environment.

Requirements

• Bi-lingual in English and Spanish preferred, not required.
• Ability to provide timely, consistent, and appropriate follow-up.
• Ability to always remain professional and courteous with internal and external customers and communicate effectively, orally and in writing, with various stakeholders.
• Ability to learn and use project management and customer relationship management software to successfully complete tasks/priorities.
• Strong general computer skills including the ability to navigate various systems and resources, troubleshoot minor technology issues, and set up own work equipment.
• Strong organizational skills; ability to multitask and prioritize work.
• Self-starter manages work independently and is a skilled problem solver.
• Exceptional attention to detail.
• Excellent time management.
• Ability to work collaboratively on a team, developing relationships with internal and external customers.
• Ability to interact with diverse populations in a sensitive and respectful manner.
• Demonstrated experience with constituent/data management systems.
• Experience in preparing expense reports, budget reports and other reports as requested.
• Proficiency in Microsoft Office environment, Google Apps and Excel.

Benefits

• Comprehensive benefits package including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave.
• Annual Cultural & Heritage Day and Volunteer Day of their choosing.
• Eligibility for gold standard 401(k) retirement plan.
• Full time employees (37.5 hours/week) will enjoy an annual School Visitation Day and an Elder Care Facility Day of their choosing.