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by Chris Durst Dec. 3, 2024
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The American Cancer Society has posted a Remote Cancer Support Specialist position to their careers page.
In this full-time role, you will handle a high volume of patient-related and general contacts in a consistent and customer focused manner ensuring total constituent satisfaction. You will also document all data points in the customer relationship management database as required by organizational processes.
The organization is accepting applicants from residents of the United States, with no state hiring exclusions noted.
Applicants should have a Bachelor’s degree or equivalent experience; contact center and/or customer service experience desirable; strong verbal communication and listening skills; typing proficiency of 40 WPM; and strong customer service orientation.
The posted starting pay rate for this position is $19.50/hr., and the ACS offers a comprehensive benefits package.
Following are excerpts from the Remote Cancer Support Specialist job posting:
The Cancer Support Specialist (CSS) assists American Cancer Society constituents with requests for ACS programs – services, resources, material orders and a broad range of general inquiries. The CSS matches constituents to national 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 contacts and the American Cancer Society. This position is critical to the promotion and enhancement of the Society’s mission, goals, and objectives.
This is a full time permanent remote opportunity which can be home-based anywhere in the U.S.
Start Date: February 17, 2025
MAJOR RESPONSIBILITIES
- 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 cancer-related resources, as well as general inquiries.
- Develops and maintains strong working relationships with patients, field staff, volunteers, program partners 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 through ACS internal CRM and/or external partner tools.
- Utilizes software, databases and procedures appropriately.
- Meets established performance management metrics and goals.
- Handles all interactions with tact, courtesy and empathy while assesses the contact’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 constituents, operations, telephone system and/or system hardware/software to appropriate resource.
- Abides by ACS policies, procedures, and security requirements Performs other duties as assigned
FORMAL KNOWLEDGE
- Bachelor’s degree or equivalent experience.
- Contact center and/or customer service experience desirable.
- Work from home experience desirable
SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE
- 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.).
- Typing proficiency of 40 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
- 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
COMPENSATION & BENEFITS
The starting rate is $19.50/hr. The final candidate’s relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.
The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).
ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills.
HOW TO APPLY
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