As part of the National Cancer Information Center, Income Support Specialists (ISS) manage inbound contacts regarding ACS' monetary and non-monetary donations and offer information delivery on ACS' initiatives, mission and values. The position provides technical support for ACS' fundraising, events and volunteer platforms. This position demonstrates the highest level of customer service and promotes resolution of escalated issues through positive constituent engagement.
Areas of Responsibility:
- Handles a high volume of inbound contacts regarding ACS income generation programs and events.
- Assesses constituent requests and implied needs, using appropriate probing and clarifying questions.
- Exercises problem-solving skills to analyze and resolve complex technical needs and issues.
- Employs extensive knowledge of ACS’ events and programs to empower constituents to effectively navigate and utilize ACS’ related websites.
- Utilizes enhanced system access, such as Blackbaud, Salesforce, etc., to troubleshoot and resolve technical issues with ACS’ websites, related applications, and standard operating procedures.
- Attempts first contact resolution by leveraging technology and analytical skills to provide support and accurate information delivery. Takes complete ownership of requests, utilizing resource navigation and analysis skills to resolve constituent’s needs.
- Exercises independent judgment and discretion to appropriately triage urgent and/or complex technical issues to the appropriate level of support staff.
- Employs high level customer service and communication skills to build rapport, engagement and to de-escalate challenging constituents.
- Meets data management needs of internal and external constituents per established standards, including capturing required constituent information and accurately documenting an interaction summary with the Society’s CRM.
- Follows appropriate processes and procedures through use of Outlook, SharePoint and other tools.
- Maintains appropriate business approach and professional demeanor with all constituent interactions.
- Promotes relationship development for continual constituent engagement and revenue growth. Identifies tailored opportunities to further engage constituents to foster a mutually beneficial relationship.
- Maintains working knowledge of all ACS’ income generating programs and associated websites.
- Assesses and reports opportunities for process improvement, including addressing unmet constituent needs. Appropriately reports issues with resources and tools including phone systems, hardware, and software.
- Assists with the developing and testing of new and enhanced revenue-generating processes and tools.
- Abides by ACS policies and security requirements, including constituent privacy and compliance standards.
- Upholds organizational values, cultural beliefs, and customer promises.
- Takes ownership of his/her performance and development.
- Exhibits strong ownership and urgency of constituent concerns and thoroughly attempts resolution.
- Demonstrates positive energy, effective stress management, and fosters a cooperative work environment.
- Other duties as assigned.
Educational Background:
Some college and/or combination of two years business experience, preferably in a customer service related position or tech support environment.
Skills/Experience:
- Work from home experience desirable.
- Strong interpersonal, technical, written and verbal communication skills.
- Ability to read, comprehend and deliver information quickly to diverse constituencies.
- Keen customer service orientation, with experience in effectively addressing and resolving issues with constituents.
- Skill in organizing resources and establishing priorities using analytical and problem-solving skills.
- Ability to multi-task within simultaneous oral and written activities.
- Must demonstrate flexibility and adaptability in a fast-paced, dynamic environment.
- Highly motivated self-starter who can also work as a member of a virtual team, leveraging a variety of channels to communicate with teammates and leadership
- Proficiency with computer and software applications using Windows. Familiarity with MAC operating systems a plus.
- Familiarity with web applications and browsers, mobile devices, and Microsoft Office products preferred
- Ability to enter and update record-keeping systems with strong attention to detail.
- Remain composed under stress, handle responses to criticism tactfully, and deliver on organizational commitments.
- Experience with Salesforce and/or fundraising software is a plus.
- Spanish language fluency desirable but not mandatory.
- Work is conducted within a virtual contact center environment. Home office must meet privacy and internet requirements.
- Available to consistently participate in approximately 9 weeks of required virtual training on a fixed schedule.
- Ability to adhere to a rigid schedule, possibly including nights and weekends, and work in a sedentary and somewhat repetitious environment. Flexible to work between the hours of 7:00 a.m. CST and 7:00 p.m. CST including weekends and holidays.
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 19 2019
Active Until:
Nov 19 2019
Hiring Organization:
American Cancer Society
industry:
Nonprofit