Business Support Operations Associates are responsible for monitoring all customer inquiries submitted through multiple communication channels including phone, email, internal mail, internet and fax. Although there are 2 core areas of responsibility for members of the Business Support Operations team, the primary focus for the individual in this role is to provide front-end applications support for several NCDR and Accreditation web-based products as well as support its many associated programs/initiatives.

At the American College of Cardiology, we bring our hearts to work.

We are a 500-person organization dedicated and committed to our mission to transform cardiovascular care and improve heart health for all for more than 75 years. When you join our team, you become part of a culture that envisions a world where science, innovation and knowledge optimize cardiovascular care and outcomes.

Every day, we are committed to supporting our more than 60,000 members and their patients around the globe and in doing so, ensure our staff have a positive environment of teamwork, collaboration, professionalism and excellence. To learn more about why ACC has been recognized as a great place to work, please visit our site, www.acc.org/jobs .

What We Offer:
ACC values all members of our College family, including ACC staff. As the foundation of the organization, ACC staff enjoy world-class benefits and a culture of work-life balance. Our benefit offerings include insurance (medical, dental, vision, basic life, and short- and long-term disability, and supplemental options), generous paid time off (pre-loaded vacation and sick, 12 holidays and an organizational shut-down during the last week of the year, parental leave, 2 community service days, and half-day summer Fridays), tuition assistance and a very competitive 10% retirement contribution after a year of service, and much more! You can visit our careers site for an overview of our full offerings. Please note that these offerings may change at any time.

ACC believes in fair and equitable pay. Multiple factors are taken into consideration when we determine what salary to offer a selected candidate. These factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Our salary ranges differ based on the cost of labor in the local market where the job will be performed.
The salary ranges for will vary based on the local labor market; ACC’s Recruitment Team will be able to provide more information to candidates during initial discussions.

EEOC:
ACC is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. All employment is decided on the basis of qualifications, merit and business need. Equal Opportunity Employer, including individuals with disabilities and veterans. ACC is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact Katie Sarreal, HR Business Partner at ksarreal@acc.org or (202)375-6351.

High school diploma plus minimum 8 years relevant experience or bachelor’s degree plus minimum 3 years relevant experience
Experience working in a fast-paced, customer service-oriented position, notably in a complex contact center (inbound/outbound) is highly preferred.
Experience with Salesforce or equivalent Customer Relationship Management (CRM) tool preferred.
Experience supporting web-based applications, (Tier I/II) is ideal.
Ability to work effectively with entry-level through executive-level customers and staff.
Work effectively in a team-oriented environment, yet capable of working/thinking independently as well.
Strong initiative, resourcefulness, and a passion for providing superior service with a proven customer service track record.
Strong Microsoft Office and PC knowledge.
Excellent written/oral communication and interpersonal skills.
Aptitude to learn new technologies.
Strong decision-making skills.
Positive attitude.
Type a minimum of 45 WPM.
May travel once a year to various cities for our annual conference.

This high call volume contact center is responsible for both inbound/outbound calls and emails, as well as other communication channels, in a fast-paced environment, supporting both internal and external customers.
Diagnose and resolve a wide variety of technical and non-technical issues for several products/programs, triaging to other business units only when absolutely necessary.
- Primary participant requests pertain to site navigation, software bugs, data entry/submission, and enhancement requests for our web-based proprietary software.
- Account/user configuration and administration.
Manage JIRA ticketing system for the team.
Lead business-critical tasks and projects, such as User Acceptance Testing, process improvements and new product/program launches.
Escalation point-of-contact for internal/external clients.
Administer random quality checks to identify trends with products, programs and training opportunities.
Utilize various call center technologies, such as Dialpad (ACD), Salesforce (CRM tool), Personify (AMS system), Sharepoint and other in-house customer website interfaces/functionalities.
Consult and collaborate with representatives from a wide variety of functional areas.
Triage of clinical-based inquiries.
Performs other duties as assigned, such as limited Account Management.

American College of Cardiology (ACC)

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