Our work is important. And so are the people doing it. The people who work at the American Cancer Society focus their diverse talents on our singular mission: to end the pain and suffering of cancer. It is a calling. And the people who answer it are fulfilled. We value our employees and nearly 2.5 million volunteers around the globe that have stood with us through the years, and we will not rest until the fight is won. And that day is drawing nearer.
The Cancer Resource Specialist is responsible for handling a high volume of inbound calls from constituents of the American Cancer Society. The CRS responds to a broad range of inquiries that may include cancer prevention and early detection information, requests for community resources, material orders and a variety of other topics related to the American Cancer Society’s work. This position is critical to providing support and promotion of the ACS mission, goals and objectives.
- Handles high volume customer inbound calls, to the National Cancer Information Center in a consistent and customer focused manner
- Identifies and evaluates constituent's needs and provides accurate and thorough information exchange
- Provides current information and resources to constituents of the American Cancer Society, health care professionals, students and members of community organizations
- Strives for first call resolution
- Triages appropriate requests for patient service programs
- Fulfills material orders
- Collects all data points required by organizational processes and policies
- Works to attain operational metrics while ensuring high quality call taking
- Updates constituent records
- Maintains professional approach and demeanor with constituents at all times
- Takes ownership of constituent inquiries ensuring total constituent satisfaction
- Maintains current knowledge of work related processes and policies
- Handles all interactions with tact, courtesy, and empathy
- Maintains a strong team environment and utilizes coaching and feedback to improve performance
- Strives to effectively and efficiently support the mission through good stewardship, quality communication and dedication to policies that promote targeted service levels
- Abides by ACS policies, procedures, and security requirements.
- Contact center and/or customer service experience desirable
Demonstrates NCIC Mission Delivery Competencies:
- Being resilient - Rebounds from setbacks and adversity when facing difficult situations.
- Communicates effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer focus - Builds strong customer relationships and delivering customer-centric solutions.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Ensures accountability - Holds self and others accountable to meet commitments
- Interpersonal savvy - Relates openly and comfortably with diverse groups of people.
Other skills:
- 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
- Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred
- Ability to adapt quickly to new technology and tools
- Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.)
- Comfortable making independent decisions, but willing to seek supervisory input when needed
- Demonstrates core values of compassion, respect, empowerment, stewardship, and trustworthiness
- Work is normally performed in a typical interior/office work environment
- No or very limited physical effort required• Available to work evenings, late nights, weekends, holidays or travel when required
Our salary ranges vary depending upon the cost of labor in the relevant job market. This grade 7 position has a minimum rate of $12.56 in our lowest cost market.