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.
Areas of Responsibility:
- 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.
Educational Background:
Bachelor’s degree preferred, however not required
Skills/Experience:
- Must pass a typing proficiency test of 50 WPM
- Must satisfactorily pass a technology assessment
- Must be able to provide proof of homeowners/renters insurance
- Equipment:The American Cancer Society will provide some of the technical hardware equipment for you to perform in your role including desktop computer, two 22 inch monitors, phone, headset, keyboard & mouse, webcam, surge protector, adapters and connectors, and miscellaneous supplies.
- 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
- No or very limited physical effort required
- Available to work evenings, late nights, weekends, holidays or travel when required
Job Function:
Organization Info
Listing Stats
Post Date:
May 28 2018
Active Until:
Jun 28 2018
Hiring Organization:
American Cancer Society
industry:
Nonprofit