American Cancer Society
***This is a permanently remote position which can be home-based anywhere in the U.S.***
Job Summary
The Cancer Support Specialist (CSS) assists American Cancer Society constituents with requests for ACS programs & services, resources, material orders and a broad range of general inquiries. The CSS matches constituents to national resource support leading to improved quality of life for cancer patients who are referred or contact the Society. The CSS demonstrates exceptional relationship building skills to develop trust and loyalty between contacts and the American Cancer Society. This position is critical to the promotion and enhancement of the Society’s mission, goals, and objectives.
Major Responsibilities
- Handles high volume of patient related and general constituent contacts in a consistent and customer focused manner ensuring total constituent satisfaction
- Takes complete ownership of constituent inquiries, identifies, and evaluates constituent needs while providing an accurate and thorough information exchange
- Systematically researches options and provides patients, caregivers, healthcare professionals, students and members of community organization with information regarding ACS programs and services, other cancer-related resources, as well as general inquiries
- Develops and maintains strong working relationships with patients, field staff, volunteers, program partners and health care systems through courteous, timely and professional service
- Documents all data points in the customer relationship management database required by organizational processes and policies
- Strives for first contact resolution and skillfully provides process expectations to support overall customer experience
- Coordinates ACS transportation, lodging and support programs to remove barriers to care and help patients complete treatment
- Triages requests to internal groups and escalates complex issues to the appropriate knowledgeable resource
- Fulfills material orders
- Utilizes software, databases and procedures appropriately
- Meets established performance management metrics and goals
- Handles all interactions with tact, courtesy and empathy while assesses the contact’s emotional status and promotes psycho-social support resources as needed
- Maintains current knowledge of work-related processes and policies
- Maintains a cohesive team environment and utilizes coaching and feedback to improve performance
- Reports problems related to constituents, operations, telephone system and/or system hardware/software to appropriate resource
- Abides by ACS policies, procedures, and security requirements
- Performs other duties as assigned
Position Requirements
Formal Knowledge
- Bachelor’s degree or equivalent experience
- Contact center and/or customer service experience desirable
- Work from home experience desirable
Skills, Specialized Training or Knowledge
- Strong verbal communication and listening skills required
- Demonstrated written communication skills required
- Strong interpersonal skills and ability to work effectively within a team environment
- Strong customer service orientation
- Bilingual skills (Spanish/English) desirable
- Must be a highly motivated self-starter with initiative and follow-through, with the ability to work in an extremely fast paced team environment with attention to detail
- Ability to adapt quickly to new technology and tools
- Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
- Typing proficiency of 40 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
- Comfortable making independent decisions, but willing to seek supervisory input when needed
- Demonstrates the Society’s cultural beliefs of integrity, compassion, courage, determination and diversity
Special Mental or Physical Demands:
- Work is conducted within a virtual Contact Center environment
- No or very limited physical effort required
- Available to work evenings, late nights, weekends, holidays or travel when required
The starting rate is $18.50 . The final candidate’s relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location.
The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).
ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.
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