Remote - Work from home position
The Cancer Support Specialist (CSS) assist American Cancer Society constituents with requests for ACS programs & services, community resources, material orders and a broad range of general inquiries. The CSS matches constituents to national and local 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 callers and the American Cancer Society. This position is critical to the promotion and enhancement of the Society’s mission, goals, and objectives.
Areas of Responsibility:
- 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 local and national cancer-related resources, as well as general inquiries
- Develops and maintains strong working relationships with patients, field staff, volunteers, 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 caller’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 callers, operations, telephone system and/or system hardware/software to appropriate resource
- Abides by ACS policies, procedures, and security requirements
- Performs other duties as assigned
Educational Background:
Bachelor’s degree or equivalent experience
Skills/Experience:
- Contact center and/or customer service experience desirable
- Work from home experience desirable
Demonstrates NCIC Mission Delivery Competencies:
- Being resilient, Communicates effectively, Customer focus, Decision quality, Ensures accountability, Interpersonal savvy.
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
- 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 the Society’s cultural beliefs of integrity, compassion, courage, determination and diversity
Work From Home Requirements:
- A space free of distractions with stable internet connectivity.
- Internet connection with a speed of at least 10 MBPS download & 2 MBPS upload.
- Modem/Router with a minimum of 2 ethernet ports, and accessible for direct plug in to your Desktop and Phone. Wi-fi connectivity is not permitted.
- Dedicated office space must be large enough to fit 2 monitors. Monitors are 22-inch wide screen monitors.
- 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
Compensation/Benefits:
- The position pays $18.00/hr. (For suburbs outside of Las Vegas, there may be 5% differential)
- You will receive a $45 monthly stipend for internet.
- Must live in Las Vegas or Greater Las Vegas Market.
- Full-Time, Shift will fall during 6:00am-10:00pm PST, Sunday - Saturday.
- Shifts are 7.5 hours paid, Sunday - Saturday with an unpaid 30 or 60 minute lunch/dinner.
- Weekly schedule will be consistent; may submit a change request after six months.
- Paid mandatory training is 8-10 weeks, Monday - Friday 6:30am - 3:00pm PST
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 12 2019
Active Until:
Aug 12 2019
Hiring Organization:
American Cancer Society
industry:
Nonprofit