**Join Our Team: Customer Support Specialist at the American Cancer Society**
*Quick Overview*: The American Cancer Society (ACS) is seeking a Customer Support Specialist to provide exceptional service and technical support to donors, fundraisers, event participants, staff, and volunteers. This remote position offers a unique opportunity to make a difference from anywhere in the U.S.
*Starting Date*: July 15th, 2024
**Major Responsibilities**:
– Handle a high volume of inbound contacts related to ACS income generation programs, events, and volunteer interests.
– Assess constituent needs, provide accurate information, and strive for first-contact resolution.
– Exercise independent judgment to triage urgent or complex technical issues effectively.
– Cultivate professionalism and rapport with all customer interactions, neutralizing escalated situations with excellent engagement.
– Document contacts and issues accurately in enterprise CRM systems like Salesforce.
– Utilize administrative rights to troubleshoot web application and program issues.
– Educate customers on navigating ACS websites and tools effectively.
– Stay updated on new software developments, ACS policies, and customer satisfaction techniques through ongoing education.
– Promote relationship development and identify opportunities for process improvements.
– Abide by ACS policies and security requirements.
**Formal Knowledge**:
– Some college or two years of business experience in customer service or tech support preferred.
– Strong written and verbal communication skills.
– Ability to manage ambiguity and prioritize customer focus effectively.
– Proficiency in organizing resources, establishing priorities, and problem-solving.
– Highly motivated self-starter with strong computer skills and proficiency in Windows applications.
– Typing proficiency of 50 WPM and experience with Salesforce and online fundraising applications preferred.
– Comfortable adapting to new techniques and process changes in a constantly changing environment.
– Ability to handle pressure/stress and maintain professionalism.
– Spanish language fluency desirable but not mandatory.
**Special Mental or Physical Demands**:
– Work conducted within a virtual contact center environment.
– Home office must meet privacy and internet requirements.
– Available to participate in approximately 9 weeks of required virtual training.
– Flexible to work between 7:00 a.m. CST and 7:00 p.m. CST, including weekends and holidays.
**Compensation and Benefits**:
– Starting rate: $20.25/hr
– ACS offers generous paid time off, medical, dental, retirement benefits, wellness programs, and professional development opportunities.
– Vaccination against COVID-19 is required for all staff, in accordance with ACS policy.
Join our team and be a part of making a difference in the fight against cancer. Apply today at jobs.cancer.org/benefits. We are an equal opportunity employer.
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Customer Support Specialist – Remote Description at AMERICAN CANCER SOCIETY
