At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

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 via inbound or outbound engagement. A person in this position will be required to navigate multiple systems and databases, both internally and externally, to ensure the delivery of services. The CSS matches constituents to national and community-based 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. Inquiries are answered primarily by telephone though individuals may also need to address inquiries via digital channels, such as email, online chat, SMS, and video chat. This position is critical to the promotion and enhancement of the Society’s mission, goals, and objectives. A CSS will handle inquiries spanning the entire Cancer Continuum.

• 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 by listening, identifying, and evaluating 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.
• Handles all interactions with tact, courtesy and empathy while assessing the contact’s emotional status and promotes psycho-social support resources as needed.
• Handles highly emotional constituents with empathy and reaches out to crisis lines and local authorities as guided by procedures.
• Maintains regular caseload of new and ongoing cases, triaging work appropriately based on constituent needs and providing timely follow up to customers.
• Ability to quickly process and communicate changes to existing procedures, updated program guidelines and / or new programs.
• 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.
• Effectively balances the quality-of-service delivery while also possessing the skills required to efficiently and accurately document the conversation and services provided.
• 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 to help patients’ complete treatment protocol.
• Assists constituents with technical, website or app related issues associated with ACS CARES, transportation, and lodging self-service.
• Handles referrals for special programs such as the White House partnership and the Ukraine Clinicians program.
• 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.
• Works to achieve operational metrics while ensuring high quality call taking.
• Maintains knowledge of work-related processes and policies while also participating in continuing education.
• Contributes to a cohesive and inclusive team environment and utilizes coaching and feedback to improve performance.
• Performs other duties as assigned.

FORMAL KNOWLEDGE:

• Bachelor’s degree or equivalent experience
• Minimum 1 year contact center and/or customer service experience, strongly preferred.
• Work from home experience, strongly preferred

SKILLS, SPECIALIZED TRAINING OR KNOWLEDGE:

• Strong verbal communication and listening skills required.
• Comfortable making independent decisions, but willing to seek supervisory input when needed.
• Demonstrated written communication skills required.
• Ability to effectively manage high stress conversations and situations while engaging with constituents across the cancer continuum.
• Adept at analyzing the stated and implied needs during an interaction and outlining solutions to match the situation.
• 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 strong attention to detail.
• Ability to adapt quickly to new technology, processes, and tools.
• Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.) and Salesforce CRM.
• Typing proficiency of 40 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
• Demonstrates the Society’s cultural beliefs of integrity, compassion, courage, determination, and diversity.

SPECIAL MENTAL OR PHYSICAL DEMANDS:

• Work is conducted within a virtual Contact Center environment.
• No or very limited physical effort required.
• Ability to manage stress and compassion fatigue because of working with customers who are in highly stressed emotional states, daily.
• Flexibility to work evenings, late night, overnight, weekends, holidays or travel when required.

The starting rate is $18.50/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. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.

Position Requirements: