Associate, NCDR Business Support

American College of Cardiology

Business Support Operations Associate monitoring customer inquiries through multiple channels for ACC. Providing front-end application support for several NCDR and Accreditation web-based products.

Posted 6/25/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesJuniorMid-Level💰 $63,000 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

High school diploma plus minimum 3 years relevant experience or bachelor’s degree plus minimum 1 year 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.

Benefits

Comp & perks

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
a very competitive 10% retirement contribution after a year of service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical issue diagnosisuser acceptance testingdata entryaccount/user configurationweb-based application supportcustomer servicecall center operationsquality assuranceticket managementtyping speed 45 WPM

Soft Skills

strong initiativeresourcefulnesscustomer service track recordteam-orientedindependent thinkingexcellent communicationinterpersonal skillsstrong decision-makingpositive attitudeability to learn new technologies