Remote
REMOTE
Posted 4 months ago
$21.25 Hourly USD / Year
Salary: $21.25 Hourly

The American Cancer Society

Bilingual Customer Support Specialist at American Cancer Society

Location: Remote, US
Salary: $21.25 Hourly
Benefits: Career Development, 401k Matching/Retirement Savings
Posted: 4 days ago | Full-time

Join the Fight Against Cancer – Bilingual Customer Support Specialist

Are you ready to make a difference in the world? At the American Cancer Society, we are 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.

We are currently seeking a Bilingual Customer Support Specialist to join our remote team. This role is integral to our mission, providing top-tier support to our diverse range of donors, fundraisers, event participants, staff, and volunteers through various channels, including phone, chat, email, and social media, in both English and Spanish.

Why You Should Join Us

Competitive Compensation and Benefits

Hourly Rate: $21.25
Benefits: Comprehensive medical, dental, and vision insurance, 401k matching, generous paid time off policy, wellness programs, and professional development opportunities.
Career Growth: We invest in our employees’ development with ongoing training and opportunities for advancement.

Work-Life Balance

Remote Work: This is a permanently remote position, allowing you to work from the comfort of your home anywhere in the U.S.
Flexible Schedule: Work hours range between 7:00 a.m. CST and 7:00 p.m. CST, including weekends and holidays, to provide the flexibility you need.

Inclusive and Supportive Environment

Diversity and Inclusion: We are committed to attracting and retaining a diverse workforce. We believe that diverse perspectives and backgrounds are crucial to our mission.
Vaccination Policy: To ensure a safe working environment, all staff are required to be fully vaccinated against COVID-19 (with some exceptions as mandated by state law).

Role and Responsibilities

As a Bilingual Customer Support Specialist, you will:

Primary Responsibilities

Customer Interaction: Handle a high volume of inbound and outbound contacts regarding ACS income generation programs, events, volunteer interests, and related websites and software.
Communication: Navigate between English and Spanish communications seamlessly, interpreting and translating complex technical solutions and information.
Problem Resolution: Utilize technology and analytical skills to resolve issues on the first contact whenever possible, ensuring all interactions are documented accurately in Salesforce.
Technical Support: Troubleshoot and resolve web application, revenue-generating, and volunteer program issues.
Engagement: Promote relationship development for continual constituent engagement and revenue growth. Identify opportunities to further engage customers.

Additional Duties

Resource Utilization: Use all available educational resources and training to stay updated on new developments in relevant software, ACS policies, and customer satisfaction techniques.
Process Improvement: Report opportunities for process improvements and customer feedback to the appropriate resources.
Professional Development: Take ownership of personal performance and development by engaging in coaching discussions with the manager.

Qualifications and Skills

To succeed in this role, you will need:

Formal Knowledge

Education: Some college and/or a combination of two years of business experience, preferably in a customer service-related position or tech support environment.
Experience: One year of experience utilizing bilingual English/Spanish skills in a contact center or customer service role is strongly preferred. Work from home experience is desirable.

Competencies/Skills

Language Proficiency: Written and verbal language proficiency in Spanish and English.
Communication: Excellent written and verbal communication skills.
Interpersonal Skills: Strong interpersonal skills with the ability to manage ambiguity and complex situations.
Customer Focus: Demonstrated prioritization of customer focus by exhibiting strong ownership of customer concerns and thorough resolution attempts.
Technical Skills: Strong computer skills, including experience with Windows and related software applications. Familiarity with Salesforce and online fundraising applications is a plus.
Attention to Detail: Effective time management skills and the ability to multitask within simultaneous oral and written activities.
Adaptability: Comfortable working in a constantly changing environment, adapting quickly to new techniques and process changes.

Special Mental or Physical Demands

Work Environment: Work conducted within a virtual contact center environment. Home office must meet privacy and internet requirements.
Training: Available to consistently participate in approximately 9 weeks of required virtual training on a fixed schedule.
Flexibility: Ability to adhere to a rigid schedule and work in a sedentary and somewhat repetitious environment.

About the American Cancer Society

At the American Cancer Society, our employees are the soul of our lifesaving mission to save lives. Our employment opportunities are as diverse as our people and include every discipline found in other business enterprises. As an organization, we adhere to a set of core values that help inform all our decisions. But what really sets us apart is that the work we do has a global impact — and every passionate, dedicated American Cancer Society team member contributes to each groundbreaking achievement we make.

Application Process

To apply for this position, please visit our careers site at American Cancer Society Careers and follow the application instructions. We are an equal opportunity employer and do not charge any application/recruitment fee, whether refundable or not.

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Best of Luck!

We are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. The American Cancer Society is an equal employer and does not charge any application/recruitment fee, whether refundable or not.

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